United States
Temple Health
Harbor IT
Mid-Market Program Manager, Healthcare
United States
United States
Go
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
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