EHR Support Team Lead

Summary: The EHR Support Team Lead is a senior-level professional responsible for managing ongoing support efforts for clinical applications (EHR and ancillary systems) and coordinating the day-to-day functions of the support team. This role ensures timely issue resolution, user onboarding, schedule updates, and access management. The Team Lead mentors support specialists, coordinates with vendors, and aligns support operations with the client’s IT strategy and service standards. This role operates under the direct guidance and direction of the Manager of IT Clinical Applications. This role partners closely with the EHR Build Team Lead and other stakeholders, governance committees and vendors to ensure alignment, standardization, and technical excellence across the application landscape.

Responsibilities

1. Operational Support

• Coordinate daily support activities to ensure clinical applications operate smoothly and reliably.
• Align with the client’s IT Plan-Build-Run (PBR) model to support scalable and efficient IT operations.
• Ensure proper ticket documentation, prioritization, and timely resolution in accordance with IT Service Level Agreements (SLAs).
• Collaborate with IT leadership and the Build Lead to allocate resources for operational support and minor project tasks.
• Participate in troubleshooting and root cause analysis to support long-term resolution of recurring issues.
• Support minor upgrades and system maintenance activities in coordination with the Build Lead and other IT teams.
• Maintain system compliance and performance through regular audits and adherence to standards and procedures.

1. Application Support, Optimization & Documentation

• Assist with minor configuration changes and enhancements to clinical applications (e.g., TouchWorks, eCW, ModMed, Phreesia, Care Harmony).
• Ensure support-related documentation is accurate, up-to-date, and accessible to the team and stakeholders.
• Collaborate with the Build Lead to ensure new workflows and changes are properly documented and communicated.
• Support optimization efforts by identifying opportunities for improved system performance and user experience

1. Change Management & Go-Live Support

• Enforce adherence to change management protocols for support-related changes.
• Utilize tools such as Smartsheet, Excel, or shared directories to track support tasks and minor enhancements.
• Participate in go-live and post-launch stabilization efforts, ensuring smooth transitions and minimal disruption.
• Coordinate with operations and training teams to support rollout plans and process changes

1. Collaboration, Communication & Compliance

• Work closely with the Run Team Lead to ensure seamless handoffs and operational readiness.
• Act as a liaison between IT, clinical stakeholders, and external vendors for support-related issues.
• Communicate support status, risks, and resolutions to leadership and cross-functional teams.
• Promote EHR system security and patient confidentiality, ensuring compliance with HIPAA and other regulatory standards.
• Maintain relationships with vendors and EHR representatives to support ongoing system needs.

1. Continued Learning and Education

• Attend relevant trainings and webinars to stay current with EHR features and industry best practices.
• Proactively engage in self-learning to enhance knowledge of supported systems and technologies.

1. Other Duties

• Provide reports, dashboards, flowcharts, and other analytical tools as requested by leadership.
• Participate in after-hours and weekend on-call rotation to support critical system issues.
• Provide phone and remote support as needed.
• Other duties as assigned

A. Education (or equivalent years of experience): - High School Diploma (required)

• Bachelor’s or Associate degree in Computer Science, Information Systems, or related field, or equivalent experience.

B. Experience (or equivalent education): - Strong experience in clinical application implementation and optimization

• eCW experience is required

3 IT Applications Support Team Lead

• Strong professional or technical experience in IT with a strong background in all aspects of customer service and project management experience
• Proven ability to lead multi-disciplinary project teams and manage stakeholder relationships

Preferred Education and Experience A. Prior leadership or team lead experience B. Preferred certifications in IT clinical applications, leadership and project management, such as:

• eClinical Works Certifications

• ModMed Certifications
• Leadership Certifications

C. Strong Knowledge of EHR systems and clinical workflows D. Familiarity with ITSM tools (e.g., ServiceNow), project management tools, and change management frameworks. E. Strategic thinker with a hands-on approach. F. Excellent communication and interpersonal skills. G. Ability to work under pressure and adapt to changing priorities. H. Commitment to the client’s core cultural values: People First, Respect, Communication, Teamwork, and Accountability