Position Overview:
The Healthcare Practice Program Manager owns end-to-end operational performance of Harbor IT's Healthcare POD: the clients, the 9-person delivery team, the projects, and the service delivery workflows that hold it together. This role directly manages a Solution Architect, 3 Sr. Systems Engineers, 3 Technical Support Specialist IIs, 1 Technical Support Specialist, and 1 Project Manager. The POD-CIO and CSM sit inside the POD but report outside it into CX Leadership - the Program Manager is expected to operate in lockstep with both, especially on clinical escalations and EMR-related incidents, but does not manage them.
Organizational Structure:
Reports to the Healthcare Practice Director. The POD-CIO owns executive relationships, strategic IT roadmap, and expansion positioning. The CSM owns day-to-day client ops and satisfaction. This role owns POD delivery performance, SLA/KPI attainment, the delivery team, PMO and project outcomes, PSA data integrity, delivery margin inputs, and renewal execution.
Key Responsibilities:
• Directly manage the Solution Architect, Sr. Systems Engineers, Support Specialists, and Project Manager - hiring, coaching, performance management, and daily workload assignment.
• Own SLA/KPI attainment across the POD, with particular attention to EMR uptime, downtime escalation response times, and incident resolution for systems where delays directly affect patient care and clinical workflows.
• Serve as the senior escalation point for EMR-related incidents (e.g., Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks), coordinating with vendor support and clinical stakeholders under time pressure.
• Communicate directly and credibly with physicians, practice administrators, office managers, and clinical staff - translating technical issues into language a non-technical clinical audience can act on, and managing expectations during outages or go-lives.
• Own queue health, PSA hygiene, and financial inputs (utilization, time entry accuracy, agreement utilization) for the POD.
• Lead the POD's PMO function: EMR migrations, system upgrades, new clinic onboarding, and infrastructure projects, from scoping through closeout.
• Ensure delivery practices align with HIPAA/HITECH requirements and payer/compliance
obligations relevant to healthcare clients; partner with security/compliance functions on audits and risk findings.
• Join client SBRs and project reviews, packaging performance and clinical-impact narratives for practice leadership and executive sponsors.
• Own renewal execution for the POD book, working in lockstep with the POD-CIO.
Qualifications & Skills:
• Hands-on experience supporting EMR/EHR systems in a healthcare IT or MSP environment - administration, migrations, integrations, or escalation support (Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks, or comparable).
• Demonstrated ability to communicate with physicians and clinical stakeholders under pressure - explaining technical root cause and timelines without jargon, and holding composure when a system outage affects patient scheduling or care delivery.
• Proven people leadership managing technical/service delivery staff, including hiring and
performance accountability.
• Working knowledge of HIPAA, HITECH, and healthcare compliance requirements as they
intersect with IT service delivery.
• Hands-on PSA/ITSM platform experience (ConnectWise, Autotask, HaloPSA, ServiceNow, or comparable).
• ITIL-aligned service management knowledge; comfortable owning SLA targets and reporting against them, including a specific example of recovering from a miss.
• Strong executive presence, both client-facing (with doctors and practice administrators) and internal (with the delivery team).
• Financial literacy sufficient to own program budgets, utilization, and a renewal/expansion
number.
Education & Experience:
• Bachelor's degree in Information Technology, Healthcare Administration, or related field, or equivalent experience.
• 6-8 years combining program/project management and service delivery management within an MSP, healthcare IT, or HIT environment, including at least 2 years as a formal manager of technical staff.
• Direct, hands-on EMR/EHR support or implementation experience required.
• PMP/CAPM and ITIL v4 Foundations a plus.
Benefits:
• Competitive salary commensurate with experience
• Comprehensive benefits package including health, dental, and vision insurance.
• 401(k) retirement plan with company match
• Unlimited PTO and holidays
• Professional development opportunities
