Job Details

The Application Support and Operations Lead is responsible for managing the day-to-day operations and support of key business applications, ensuring high availability, performance, and reliability. This role leads incident management, coordinates root cause analysis, and drives continuous improvement across support processes. In addition, the role includes creating and maintaining learning and development materials, such as user guides, training documentation, and onboarding resources, to empower support teams and end-users. The ideal candidate combines strong technical knowledge with leadership, communication, and documentation skills to enhance operational efficiency and service quality.

Requirements

Education & Experience

• 3–5+ years of experience supporting EMR/EHR systems (e.g., Epic, Cerner, Meditech, Allscripts).
• Previous experience in a hospital, clinic, or healthcare IT environment is strongly preferred.
• Prior experience leading or mentoring support teams is a plus.

Technical Skills

• Proficient in supporting, troubleshooting, and configuring EMR applications and related modules (e.g., patient registration, clinical documentation, scheduling, billing).
• Familiarity with HL7, FHIR, and other healthcare interoperability standards.
• Understanding of healthcare workflows and how they integrate with EMR functionalities.
• Experience with incident and change management tools (e.g., ServiceNow, Jira).
• SQL or report writing skills (e.g., Crystal Reports, Clarity, or Caboodle for eCW) is a plus.

Soft Skills

• Strong customer service and interpersonal skills, particularly when supporting clinical users.
• Effective communication skills for working with physicians, nurses, and non-technical stakeholders.
• Ability to prioritize and resolve critical incidents in a high-pressure healthcare environment.
• Attention to detail and a strong commitment to data integrity and patient safety.

Learning & Documentation

• Experience creating user manuals, tip sheets, and internal support documentation for EMR systems.
• Ability to develop and deliver training for clinicians, administrative staff, or new IT team members.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home