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IT Applications Support Manager
POSITION TITLE: IT Applications Support Manager
Borland Groover is one of Florida's leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves in delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover and find your values aligning with ours, apply to join our team!
POSITION SUMMARY
The IT Applications Support Manager leads the day-to-day support, optimization, and roadmap execution for the practice’s clinical and business applications. This role manages a team of application analysts/support specialists, oversees key projects and enhancements, and serves as the primary point of coordination with vendors and internal stakeholders. The ideal candidate brings strong healthcare application experience—preferably with NextGen—along with proven leadership, operational discipline, and a calm, service-oriented approach in a fast-paced clinical environment.
ESSENTIAL JOB FUNCTIONS
- Team Leadership & Service Operations
- Manage, coach, and develop an applications support team; establish clear expectations, coverage models, and escalation paths.
- Drive incident and request management processes (triage, prioritization, root cause analysis, and follow-through) with measurable service levels.
- Create and maintain documentation, policies & procedures, knowledge articles, runbooks, and onboarding/training materials.
- Coordinate after-hours/on-call support as needed to ensure clinical continuity.
- Application Support & Optimization
- Provide oversight for production support of EMR/PM and related applications (scheduling, registration, billing, interfaces, reporting, patient portals, eRx, etc.).
- Partner with clinical and revenue cycle leaders to identify workflow improvements and translate them into system enhancements.
- Manage application configuration changes, upgrades, and release activities with appropriate testing and change control.
- Ensure data integrity, role-based access, and alignment with security and compliance requirements (HIPAA and organizational policies).
- Project & Portfolio Management
- Lead application projects from intake through delivery: requirements, scope, timeline, risks, communications, testing, training, and go-live support.
- Coordinate cross-functional efforts among IT, clinical staff, front office, billing, and external partners.
- Maintain a prioritized enhancement backlog and roadmap; report progress and outcomes to leadership.
- Vendor & Stakeholder Management
- Own vendor relationships for supported applications: contracts coordination, performance management, support tickets, upgrade planning, and service reviews.
- Act as a trusted advisor to practice leadership, balancing clinical needs, operational realities, and technical constraints.
- Facilitate stakeholder governance (regular huddles, steering updates, and post-implementation reviews).
- Reporting & Analytics Enablement
- Oversee standard reporting and dashboard needs; partner with analytics/BI resources as needed.
- Support data extracts and operational reporting for clinic operations, quality initiatives, and revenue cycle performance.
COMPETENCIES
- Practical leadership: steady under pressure, fair, and consistent.
- Communication - Exhibits active listening and excellent comprehension skills. Clearly and concisely expresses thoughts and ideas in verbal or written form. Maintain an open line of communication with providers, patients, and managers to ensure patient needs are appropriately addressed. Selects and uses appropriate communication methods.
- Critical Thinking and Problem Solving - The ability to handle complex situations in the workplace and calmly develop creative solutions. Work through challenging situations and follow through to resolution. Anticipate patient needs and manage patient expectations of care delivery.
- Compassion - Exhibits empathy and a desire to take action to address the patient's needs. Communicate with patients in a warm and sincere manner. Have a strong desire to be of service to others.
- Time Management - The ability to plan your duties ahead of time and leverage technology to work efficiently. Effectively prioritize tasks and manage workload to ensure completion within appropriate timelines.
- Collaboration - Exhibiting interpersonal skills, working with others, building trust and communication to cultivate the ideal patient experience. Interact and cooperate with diverse multidisciplinary teams to coordinate patient care.
GENERAL QUALIFICATIONS
- Demonstrated experience managing multiple concurrent projects and priorities.
- Strong vendor management experience, including ticket escalation and service performance oversight.
- Working knowledge of healthcare operations and workflows (clinical, scheduling, and billing/revenue cycle).
- Excellent communication skills—able to translate between clinical users, leadership, and technical teams.
- NextGen experience strongly preferred; experience with other EMR/PM platforms (e.g., Epic, Cerner/Oracle Health, athenahealth, eClinicalWorks, Greenway, Meditech, Allscripts/Veradigm, etc.) is acceptable.
- Experience supporting interfaces (HL7), e-prescribing, labs/imaging integrations, and patient portal functionality.
- Familiarity with ITSM tools and practices (ServiceNow, Jira Service Management, Zendesk) and change management processes.
- Experience with report writers/BI tools (e.g., SQL, SSRS, Power BI, Crystal Reports) and operational dashboards.
- Experience in specialty physician practice environments (multi-site, high-volume scheduling, procedure-based workflows).
EDUCATION AND EXPERIENCE
- Bachelor’s degree in Information Systems, Healthcare Informatics, Business, or related field (or equivalent experience).
- 5+ years of progressively responsible experience supporting healthcare applications (EMR/PM and related systems).
- 2+ years of people management experience with demonstrated ability to lead, mentor, and retain teams.
PHYSICAL REQUIREMENTS
Physical Demands
- Sitting: Prolonged periods of sitting at a desk and working on a computer: marginal
- Heavy lifting: marginal (Moderate lifting (15-20 lbs.): essential
- Walking: Must be able to access and navigate each department at the organization's facilities: essential
- Pushing/Pulling: marginal
- Standing: essential
- Repetitive motion: marginal
- Reaching: marginal
- Bending: marginal
Emotional Demands
- Fast pace: essential
- Multiple Stimuli: essential
- Intense customer interaction: essential
- Frequent change: essential
Mental/Sensory Demands
- Memory: essential
- Reasoning: essential
- Hearing: essential
- Reading: essential
- Analyzing: essential
- Logic: essential
- Verbal communication: essential
- Written communication: essential
BENEFITS (FULL-TIME EMPLOYEES)
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Retirement Plan
- Life Insurance
- Short- and Long-term disability
- Profit Sharing
- Supplemental Insurance
- Education and Tuition Reimbursement funding
- Initial Uniform Allowance
- Employee Assistance Program (EAP)
- Paid Time Off (PTO)
- Volunteer Time Off (VTO)
- Paid Holidays
IMPORTANT NOTE
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We thank all applicants for their interest. However, only those selected for an interview will be contacted.
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