Remote EMR/EHR Support Lead — SLA & Incident Response

Eliassen Group; Sacramento (CA); Remote; USD 96,000 - 110,000; Part time

Benefits offered by this job

Medical, Dental, Vision benefits

401k with company matching

Life insurance

Job summary

Eliassen Group seeks an EMR/EHR Application Support Manager to lead production support, maintenance, optimization, and continuous improvement of EMR/EHR and related clinical applications.

The manager will mentor Application Support Analysts, partner with clinicians and business stakeholders, and coordinate with vendors and development teams to ensure stability, user satisfaction, regulatory compliance, and operational excellence.

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.
• 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.

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

Team leadership

Incident management

SQL databases

Stakeholder management

Healthcare IT workflows

Healthcare integrations (HL7)

Education

Bachelor's degree in Information Technology, Healthcare Informatics, Computer Science, or related field

Tools

Jira

ServiceNow

Confluence

Job description

Eliassen Group seeks an EMR/EHR Application Support Manager to lead production support, maintenance, optimization, and continuous improvement of EMR/EHR and related clinical applications.

The manager will mentor Application Support Analysts, partner with clinicians and business stakeholders, and coordinate with vendors and development teams to ensure stability, user satisfaction, regulatory compliance, and operational excellence.