What are the responsibilities and job description for the Support Manager – EHR Systems position at Saisystems Health?
Job Summary:
Saisystems Health 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