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EHR Support manager

Black Rock GroupShelton, CT🇺🇸United States

Quick overview

SeniorityMid Senior
Work modeOn Site
LocationShelton, CT, United States
RecruitingStakeholder ManagementOnboardingData PrivacyEHRHIPAATechnical SupportZendeskGenerative AI

Job description

🚀 We're Hiring: EHR Support Manager
📍 Location: Shelton, CT (Onsite)
💼 Experience: 5+ Years
👥 Leadership Experience: 2+ Years

About the Opportunity

We are looking for an experienced EHR Support Manager to join our client and lead healthcare technology support operations. The ideal candidate will have a strong background in EHR systems, healthcare IT support, client relationship management, and team leadership.

This role offers an exciting opportunity to enhance support operations through Generative AI and Agentic AI solutions, including the implementation of next-generation support systems.

Key Responsibilities:

  • Lead, mentor, and manage EHR and technical Support Specialists.

  • Oversee day-to-day support operations and ensure timely issue resolution within defined SLAs.

  • Serve as the escalation point for complex technical and client-related issues.

  • Manage and optimize support operations using Zendesk.

  • Leverage Generative AI and Agentic AI to improve support workflows and enable 24/7 client assistance.

  • Collaborate with Engineering, Product, and Implementation teams to resolve issues and improve service delivery.

  • Monitor support KPIs, identify improvement opportunities, and enhance overall operational efficiency.

  • Support recruitment, onboarding, and training of support personnel.

Required Qualifications:

  • 5+ years of experience in Technical Support, preferably within Healthcare IT or EHR environments.

  • 2+ years of experience in a leadership or supervisory capacity.

  • Strong understanding of EHR platforms and healthcare provider workflows.

  • Hands-on experience with Zendesk and Generative AI technologies.

  • Excellent troubleshooting, communication, and stakeholder management skills.

  • Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

  • Experience with Long-Term Care (LTC) EHR platforms.

  • Knowledge of HIPAA and healthcare data privacy regulations.

  • Experience in client-facing healthcare technology support environments.

  • Exposure to Agentic AI implementation and support automation.

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