What are the responsibilities and job description for the EHR Support Manager position at Saisystems Health?
Job Summary:
Saisystems Digital is seeking an experienced Support Manager to lead and oversee our EHR and client Support Specialists team in Shelton, CT. This role is responsible for ensuring high-quality technical support, optimizing team performance, and maintaining exceptional client satisfaction across our healthcare technology solutions.
Key Responsibilities:
Manage and mentor a team of Support Specialists, providing guidance, coaching, and performance management
Oversee daily support operations, ensuring timely resolution of client issues and adherence to SLAs
Act as an escalation point for complex technical and client-related concerns
Genetic AI experience and using/managing Zendesk
Collaborate with cross-functional teams (engineering, implementation, product) to resolve system issues and improve workflows
Monitor support metrics and implement process improvements to enhance efficiency and service quality
Ensure team members maintain strong knowledge of EHR systems, updates, and healthcare compliance requirements
Implementing a new Support system and adding agentic AI to provide 24/7 support to clients
Assist in hiring, onboarding, and training new support staff
Required Qualifications:
Bachelor's degree or equivalent experience in healthcare IT, information systems, or related field
5 years of experience in technical support, preferably within healthcare or EHR environments
2 years of experience in a leadership or supervisory role
Strong understanding of EHR systems and healthcare provider workflows
Excellent problem-solving, communication, and organizational skills
Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications:
Experience with long term care EHR platforms
Knowledge of HIPAA and healthcare data privacy regulations
Background in client-facing support roles within healthcare technology