EMR/EHR Support Lead — Incident & SLA Champion

Eliassen Group; Dover (DE); Remote; USD 96,000 - 110,000; Part time

Benefits offered by this job

Medical, Dental, and Vision benefits

401k with company matching

Life insurance

Job summary

Eliassen Group seeks an EMR/EHR Application Support Manager to lead production support, maintenance, and continuous improvement of clinical applications in a remote, contract role. You will mentor analysts, partner with clinicians and stakeholders, and coordinate with vendors to ensure stability and regulatory compliance.

Responsibilities include incident management, SLAs, and overseeing EMR/EHR platforms such as Epic, Cerner, and NextGen, with a focus on HIPAA compliance and go-live support.

Qualifications

• 5+ years supporting EMR/EHR or healthcare applications.
• 2+ years leading or supervising support teams.
• Experience supporting clinical users in healthcare environments.
• Strong incident management and service delivery background.
• SQL databases and query troubleshooting experience.
• Knowledge of healthcare workflows and clinical operations.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and mentor a team of Application Support Analysts and manage daily operations.
• Establish SLAs and support metrics, and coordinate on-call schedules and incident response.
• Develop support processes, knowledge articles, and standard operating procedures.
• Oversee support for EMR/EHR platforms including Epic, Cerner, Athenahealth, NextGen, eClinicalWorks, Meditech, or proprietary systems.
• Ensure prompt resolution of clinical and operational application issues and manage major incidents.
• Coordinate cross-functional resolution teams and support upgrades, releases, enhancements, and go-live activities.
• Monitor application performance and availability.
• Partner with clinical, operational, and business leaders, serving as escalation point for complex issues.
• Collaborate with vendors on defects, enhancements, and support requests, and facilitate communication during outages.
• Guide troubleshooting of application, SQL/database, interface failures, HL7 and API integrations, and reporting or workflow issues.
• Ensure root cause analysis for recurring problems and drive continuous improvement.
• Ensure HIPAA compliance, support audits and regulatory standards, and maintain documentation of controls and processes.

Skills

EMR/EHR experience

Team leadership

Incident management

SQL troubleshooting

Healthcare workflows

Stakeholder communication

Vendor coordination

Regulatory compliance

Education

Bachelor's degree in IT/Healthcare Informatics/CS

Tools

Jira

ServiceNow

Confluence

HL7 interfaces

APIs

Job description

Eliassen Group seeks an EMR/EHR Application Support Manager to lead production support, maintenance, and continuous improvement of clinical applications in a remote, contract role. You will mentor analysts, partner with clinicians and stakeholders, and coordinate with vendors to ensure stability and regulatory compliance.

Responsibilities include incident management, SLAs, and overseeing EMR/EHR platforms such as Epic, Cerner, and NextGen, with a focus on HIPAA compliance and go-live support.