Saisystems

Position Overview

The Senior Support Specialist plays a key role in delivering exceptional customer support for PacEHR, Saisystems' electronic health record platform. This position serves as an advanced technical and workflow expert responsible for resolving complex client issues, providing mentorship to support team members, and driving continuous improvements in support processes and client satisfaction. The ideal candidate combines strong technical troubleshooting skills, deep understanding of healthcare operations, and a passion for helping clients succeed.

Key Responsibilities

• Serve as an escalation point for Tier 1 support requests related to PacEHR functionality, workflows, and integrations.
• Troubleshoot and resolve complex issues across EHR modules such as Scheduling, Clinical Documentation, Clinical Workflows, Billing, Integrations, etc.
• Collaborate with Customer Success, Sales, Product, Engineering, and Implementation teams to reproduce issues, identify root causes, and recommend system enhancements or bug fixes.
• Support API integrations, and data exchange processes between PacEHR and third-party systems (e.g., QHIN, Facility EHRs, or billing systems).
• Document detailed case notes, solutions, and user impact in the support ticketing system to ensure continuity and transparency.
• Monitor and ensure adherence to service-level agreements (SLAs) for response and resolution times.
• Mentor and train junior support specialists,[DF1] fostering a culture of accountability, accuracy, and proactive problem-solving.
• Contribute to the PacEHR Knowledge Base by documenting best practices, FAQs, and step-by-step troubleshooting guides.
• Analyze recurring support trends and partner with leadership to identify opportunities for product or process improvements.
• Participate in release readiness reviews, user acceptance testing (UAT), and validation of new features prior to deployment.
• Communicate directly with clients and external facilities to discuss, troubleshoot, and resolve technical issues on behalf of clients, ensuring timely follow-up and professional representation of the company.

Qualifications

• Education: Bachelor's degree preferred or equivalent experience in healthcare administration, information systems, or a related field.
• Experience: 1-3+ years in SaaS application support, preferably within healthcare, EHR, or revenue cycle management environments.
• Technical Skills:
• Strong knowledge of EHR workflows, data structures, and clinical documentation processes.
• Experience troubleshooting HL7 messages, API integrations, and system interoperability issues.
• Proficiency with support ticketing platforms (e.g., Zendesk, Jira, Freshdesk) and CRM tools.
• Solid understanding of SQL or data query tools is a plus.
• Soft Skills:
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to self-manage, as well as manage multiple priorities and work effectively under pressure.
• Demonstrated leadership, coaching, and mentoring capabilities.

Performance Metrics

• Resolution time, first-contact resolution rate, and SLA adherence.
• Customer satisfaction and Net Promoter Score (NPS).
• Quality of documentation and knowledge base contributions.
• Reduction in recurring issue trends and escalations.
• Team collaboration and peer feedback.