EHR Manager, Managed Services

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Conducts interviews, hires, mentors, and trains employees to uphold exceptional customer service standards.

• Assesses employee performance using key metrics such as SLAs, customer feedback, ticket throughput, and project milestones.

• Authorizes PTO and timesheets for payroll processing.

• Engages in effective resource planning to optimize productivity across resources (people, technology, etc.).

• Enhances and streamlines operations by guiding employees on best practices, facilitating company lunch and learns, conducting team meetings (including one-on-ones), resolving conflicts, and preparing action plans.

• Capable of being 10% billable as a technical lead, project manager, or stepping in to fill analyst gaps as required.

• Manages the on-call schedule to ensure sufficient coverage at all times.

• Collaborates with the team to oversee client projects and upgrades, including client check-ins, meetings, and progress reporting.

• Partners with team leads to perform quality audits on application analysts' ticket work, ensuring established benchmarks are surpassed and that feedback is communicated during monthly one-on-one sessions.

• Cultivates strong relationships with clients, direct reports, and internal PPC team members.

• Takes the lead on select EHR projects, ensuring effective project management and driving successful outcomes, including monthly progress updates.

• Capable of supporting the sales and delivery team with scoping future projects, conducting interviews, and providing documentation for statements of work.

• Other responsibilities as assigned.

⛳️ Requirements

• Must possess a strong personal drive for leadership, delivering excellent customer service, and thriving in a dynamic environment.

• Demonstrated understanding of management principles, healthcare policies, procedures, information systems, Microsoft products, and related IT systems.

• Certification in core applications is required; additional certifications in ITIL, PMP, or MBA are advantageous.

• Skilled in navigating difficult conversations, analyzing data, presenting findings, and making informed decisions based on that data.

• Exceptional communication, management, interpersonal, and leadership skills are essential.

• Strong conflict resolution abilities are required.

• Knowledgeable in performance evaluation and customer service metrics.

• Outstanding organizational and leadership skills coupled with problem-solving capabilities.

• Active Epic Certification is necessary.

• Bachelor’s Degree or equivalent work experience is required.

• Minimum of 5 years of related professional experience is mandatory.

• Experience in leading projects and managing team members is preferred.

🏝️ Benefits

• Competitive salary with comprehensive benefits, including medical, dental, vision, 401k, PTO, and more.

• Occasional after-hours, weekend, and holiday work may be necessary in this position.