Healthcare IT Program Lead — EMR & SLA Excellence

Harbor IT; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with company match

Unlimited PTO and holidays

Professional development opportunities

Job summary

Harbor IT is seeking a Healthcare Practice Program Manager to own end-to-end operational performance of the Healthcare POD, overseeing a 9-person delivery team, projects, and service workflows. You will manage a Solution Architect, Sr.

Systems Engineers, Support Specialists, and a Project Manager, ensuring delivery excellence in a healthcare IT environment. You will interface with physicians and clinical staff, drive SLA/KPI attainment, oversee EMR-related incidents, and ensure HIPAA/HITECH

Qualifications

• Hands-on EMR/EHR support or implementation experience in healthcare IT or MSP environments.
• Ability to communicate with physicians and clinical stakeholders under pressure without jargon.
• Proven track record of leading technical/service delivery staff, including hiring and performance accountability.
• Working knowledge of HIPAA/HITECH and healthcare compliance in IT service delivery.
• Hands-on PSA/ITSM platform experience (ConnectWise, Autotask, HaloPSA, ServiceNow).
• ITIL-aligned service management knowledge with SLA targets and reporting.
• Strong executive presence with clients and delivery teams.
• Financial literacy to own program budgets, utilization, and renewal/expansion figures.

Responsibilities

• Directly manage the delivery team, including hiring, coaching, performance management, and workload assignment.
• Own SLA/KPI attainment across the POD, with focus on EMR uptime and incident resolution affecting patient care.
• Escalate and coordinate EMR-related incidents with vendors and clinical stakeholders under time pressure.
• Communicate complex technical issues to physicians and clinical staff in clear, actionable terms.
• Own queue health, PSA hygiene, and financial inputs for the POD.
• Lead the POD’s PMO functions including EMR migrations, upgrades, and new clinic onboarding.
• Ensure HIPAA/HITECH compliance and audits are addressed in collaboration with security.
• Participate in client reviews and frame performance narratives for leadership.
• Drive renewal execution for the POD book in coordination with POD-CIO.

Skills

EMR/EHR support

Clinical comms

People leadership

HIPAA/HITECH

PSA/ITSM tools

ITIL service mgmt

Executive presence

Budget ownership

Education

Bachelor’s degree in Information Technology or Healthcare Administration

PMP or CAPM

ITIL v4 Foundations

Tools

ConnectWise

Autotask

HaloPSA

ServiceNow

Job description

Harbor IT is seeking a Healthcare Practice Program Manager to own end-to-end operational performance of the Healthcare POD, overseeing a 9-person delivery team, projects, and service workflows. You will manage a Solution Architect, Sr.

Systems Engineers, Support Specialists, and a Project Manager, ensuring delivery excellence in a healthcare IT environment. You will interface with physicians and clinical staff, drive SLA/KPI attainment, oversee EMR-related incidents, and ensure HIPAA/HITECH