Remote EMR/EHR Support Manager - Lead Incident & Improvement

Eliassen Group

Jackson (MS)

Remote

USD 96,000 - 110,000

Part time

14 days+

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Job summary

Eliassen Group is seeking an EMR/EHR Application Support Manager to lead production support for clinical systems in a remote, contract role. You will mentor analysts, define SLAs, and partner with clinicians and vendors to maintain regulatory compliance and operational excellence.

The role requires 5+ years in EMR/EHR environments, strong incident management, and experience with major vendors (Epic, Cerner, Athenahealth, NextGen, eClinicalWorks, Meditech). W2 benefits are included.

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.
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 (preferred).

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.