Manager Application Support

Healthcare Applications and EHR Platform

Position purpose

The Manager of Application Support leads the team responsible for the availability, reliability, usability and continuous improvement of the company’s healthcare applications and EHR platform. The manager establishes an effective support operating model, develops Application Support Analysts, owns complex client escalations, and ensures incidents are resolved with clear communication, disciplined analysis and appropriate clinical and data safeguards.

This role also serves as the operational bridge between customers and Product. The manager converts recurring incidents, workflow gaps and user feedback into actionable product insights; partners on backlog prioritization, release readiness and adoption; and ensures that new functionality can be supported successfully after implementation. Product owns product direction and feature priority. Application Support owns service performance, incident management, support readiness and operational feedback.

Primary outcomes

Customers receive consistent, accountable support with measurable service levels and transparent escalation management.

Clinical and business workflows remain reliable, secure and usable across production environments.

Application Support Analysts have clear expectations, coaching, technical development paths and sustainable workloads.

Recurring defects and workflow problems are reduced through root cause analysis, problem management and product feedback.

Releases and client implementations transition into support with complete documentation, monitoring, training and ownership.

Leadership receives accurate reporting on service health, customer risk, product quality and improvement priorities.

Essential responsibilities

Team leadership and service management

Lead, coach and develop Application Support Analysts; establish role expectations, coverage, on-call responsibilities, performance goals and career development plans.

Manage daily support operations, case assignment, workload, queue health, severity classification, escalation paths and service-level performance.

Establish and improve support procedures, playbooks, knowledge standards, case documentation, handoffs and quality reviews.

Plan staffing capacity and skills coverage based on customer growth, implementation schedules, release cadence, case volume and service commitments.

Build a culture of calm ownership, evidence-based troubleshooting, customer empathy, accountability and continuous learning.

Incident escalation and problem management

Serve as the management escalation point for high-severity, high-risk or cross-functional application incidents.

Coordinate triage across Support, Engineering, Product, Implementation, vendors and client teams; confirm impact, ownership, mitigation, communication cadence and resolution criteria.

Ensure patient safety, privacy, data integrity, revenue-cycle and operational risks are considered during diagnosis and recovery.

Lead or facilitate root cause analysis and corrective action for major and recurring issues; track actions through verified completion.

Identify incident patterns and reduce avoidable demand through configuration changes, product improvements, monitoring, documentation and education.

Customer and clinical partnership

Build trusted relationships with client IT leaders, clinical stakeholders, operational leaders and executive sponsors.

Translate technical findings into clear business and clinical impact, options, decisions, owners and next steps.

Facilitate workflow review and optimization sessions when support issues reveal process, configuration or adoption gaps.

Manage customer expectations during escalations and ensure commitments, scope boundaries and follow-up actions are documented.

Represent the voice of the customer while distinguishing urgent support needs from enhancement requests and project work.

Product and release partnership

Provide Product with structured evidence about recurring issues, workflow gaps, usability friction, customer impact and support cost.

Partner with Product Owners to refine operational requirements, acceptance criteria, priority recommendations and release risks.

Participate in backlog review, release planning, defect triage, user acceptance testing and clinical validation as the support representative.

Define and approve operational readiness requirements, including knowledge articles, runbooks, monitoring, access, escalation paths, training and ownership.

Ensure implementation-to-support transitions are complete before go-live and that stabilization issues are captured for product and process improvement.

Application and integration support

Maintain working knowledge of application configuration, clinical workflows, data flows, interfaces, reporting, permissions and third-party dependencies.

Guide systematic troubleshooting across user, workflow, configuration, application, data, integration and infrastructure layers.

Partner with technical specialists on API, HL7, FHIR, database and interface issues; ensure evidence, business rules and end-to-end validation are complete.

Oversee safe production changes and data corrections within approved access, change-control, segregation-of-duties and audit requirements.

Improve observability through useful alerts, dashboards, trend reporting and service-health measures.

Compliance risk and governance

Ensure support practices follow HIPAA, customer contractual requirements, privacy standards, security policies and minimum-necessary access principles.

Protect PHI and sensitive data in tickets, logs, screenshots, extracts, collaboration tools and vendor communications.

Maintain auditable support and change records and participate in security, compliance and customer reviews.

Escalate potential patient-safety, security, privacy, regulatory and data-integrity events through the appropriate response process.

Required qualifications

Bachelor’s degree in information technology, health informatics, healthcare administration, nursing or a related field, or equivalent relevant experience.

Seven or more years of progressive experience in healthcare application support, EHR or clinical systems, implementation, product operations or a closely related discipline.

Three or more years leading application support professionals or cross-functional service delivery, including coaching and performance management.

Demonstrated ownership of production incidents, client escalations, root cause analysis and service improvement in a customer-facing environment.

Strong understanding of clinical documentation, provider and nursing workflows, revenue-cycle dependencies and healthcare operations.

Experience with incident, problem, change and knowledge-management practices and service-level reporting.

Experience partnering with Agile Product and Engineering teams on defects, acceptance criteria, releases and operational readiness.

Working knowledge of healthcare integrations and data exchange, including APIs and HL7 or FHIR concepts.

Knowledge of HIPAA, privacy, security, auditability and controlled handling of sensitive healthcare information.

Excellent executive, customer and technical communication skills, including the ability to lead calmly during critical events.

Preferred qualifications

Experience supporting or implementing Epic, Oracle Health Cerner, MEDITECH or a healthcare SaaS or EHR platform.

Clinical background or substantial experience partnering directly with physicians, nurses and clinical operations.

Experience with ITIL practices, Jira or another case-management platform, SQL or reporting tools, monitoring platforms and knowledge systems.

Experience with client implementations, data migration, user acceptance testing, go-live command centers and post-launch stabilization.

ITIL, CPHIMS, PMP, Scrum or relevant EHR and vendor certification.

Leadership competencies

Service ownership and sound judgment

Clinical and customer empathy

Structured problem solving

People development and accountability

Cross-functional influence

Clear executive communication

Risk awareness and operational discipline

Continuous improvement