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IT Applications Support Manager POST NUMBER: 471397

Jacksonville, FL, US On-Site
Software
Vaco
$ 100000.00 - 125000.00 yearly
direct hire
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IT Applications Support Manager – Hybrid in Jacksonville, FL
Direct Hire
IT Applications Support Manager will lead 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. 
 
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.  
 
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 
·         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. 

Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

  • the individual’s skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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