The SaaS System Administrator and Support Manager plays a critical role in ensuring the efficient operation, maintenance, and support of an organization’s SaaS Applications. This position combines technical expertise with Revenue Cycle Management. strong leadership and communication skills to manage the SaaS Application, troubleshoot issues, and provide user support.

• System Administration:
• Installation and Configuration : Deploy, configure, and maintain the SaaS applications, ensuring optimal performance and security.
• User Access Management : Create and manage user accounts, permissions, and access levels within the SaaS applications.
• System Upgrades and Patches : Coordinate and implement system upgrades, patches, and enhancements.
• Integration : Collaborate with other healthcare systems (e.g., billing systems, EHR’s for conversion, EDW) to integrate data seamlessly.
• User Support:
• Service Desk Management : Oversee the Application Support service desk, ensuring timely resolution of user inquiries, issues, and technical problems.
• Training and Education : Develop training materials, conduct, and/or coordinate training sessions for SaaS users (including clinicians, administrative staff, and support personnel).
• Problem Resolution : Investigate and resolve SaaS-related issues, escalating complex problems as needed.
• User Adoption : Promote SaaS adoption by addressing user concerns and providing ongoing support.
• System Optimization:
• Workflow Analysis : Collaborate with clinical and administrative teams to optimize system workflows and processes.
• Customization : Customize templates, forms, and reports to meet organizational needs.
• Quality Assurance : Conduct regular audits to ensure data accuracy and compliance with regulatory standards.
• Vendor Management:
• Vendor Liaison : Interact with SaaS vendors, and coordinate system updates.
• Issue Escalation : Escalate critical issues to vendors and collaborate on problem resolution.
• Vendor Relationship Building : Build strong relationships with vendors to stay informed about product updates and industry trends.
• Leadership and Team Management:
• Supervision : Lead a team of support specialists, providing guidance, mentoring, and performance evaluations.
• Project Management : Manage SaaS related projects, including system enhancements, migrations, and upgrades.
• Change Management : Facilitate organizational change related to SaaS adoption and process improvements.

• Education : A bachelor’s degree in health informatics, healthcare administration, or a related field is preferred.
• Certifications : Relevant Industry certifications (e.g., ITIL).
• Experience : Minimum of 5 years of experience in SaaS system administration and support.
• Strong knowledge of EHR platforms (e.g., AdvanedMD, Athena, etc).
• Familiarity with healthcare regulations (HIPAA, Meaningful Use, etc.).
• Skills : Technical proficiency in SaaS software installation, configuration, and troubleshooting, particularly in a Healthcare/MSO setting
• Excellent communication, leadership, and problem-solving skills.
• Ability to work collaboratively with cross-functional teams.

* Relevant experience may substitute for educational requirements.