Remote EMR/EHR Support Lead | SLA-Driven

Eliassen Group; Olympia (WA); Remote; USD 96,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k matching

Life insurance

Job summary

Eliassen Group is seeking an EMR/EHR Application Support Manager to lead production support, drive improvements, and mentor analysts from a remote location. You will collaborate with clinicians, business leaders, and vendors to ensure stability, regulatory compliance, and excellent service delivery.

The role requires 5+ years in EMR/EHR support and at least 2 years of leadership, with a focus on incident management, HIPAA, and cross-functional coordination.

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.
• Preferred: Epic, Cerner, Athena, eClinicalWorks, NextGen, or Meditech experience.
• Preferred: ITIL Certification and Healthcare Informatics certification.
• Preferred: HL7 interfaces and healthcare integrations experience.
• Preferred: Jira, ServiceNow, Confluence, or similar ticketing systems.
• Preferred: Project management experience and EMR implementation or go-live support leadership.

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

Communication

Stakeholder management

Incident management

SQL troubleshooting

Team leadership

Regulatory compliance

Problem solving

Education

Bachelors in IT/Healthcare

Tools

Epic

Cerner

Athenahealth

eClinicalWorks

NextGen

Meditech

HL7 interfaces

API integrations

Jira

ServiceNow

Confluence

Job description

Eliassen Group is seeking an EMR/EHR Application Support Manager to lead production support, drive improvements, and mentor analysts from a remote location. You will collaborate with clinicians, business leaders, and vendors to ensure stability, regulatory compliance, and excellent service delivery.

The role requires 5+ years in EMR/EHR support and at least 2 years of leadership, with a focus on incident management, HIPAA, and cross-functional coordination.