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Software Support Supervisor 

About the Organization
eMDs offers exciting opportunities that will challenge your abilities, expand your skills and reward your contributions in an atmosphere that encourages both personal and professional growth for all.

Additionally, eMDs offers competitive compensation, excellent benefits, and a positive work environment designed around the philosophy of mutual respect and the challenge of contributing to the continued success of our organization.

Our History

eMDs was founded in 1996 by David Winn, MD, a board-certified family practice physician with a very strong business background who understood the value of having an integrated practice management system which helped physicians focus on patients while optimizing practice financials. Dr. Winn was dissatisfied with offerings on the market, and set out to create his own. The eMDs clinic was first implemented in 1998. Using our own practice management system meant we fully understood what it takes to create the perfect EHR system and why the company built our reputation upon being a highly usable system.

Many years later, we've retained the same values from our early days. We are dedicated to building the best integrated EHR and RCM systems and services. We focus on listening to our customers. And most importantly, we focus on making the practice of medicine enjoyable and fulfilling.

Our Leadership

Since our founding, we have been privileged to have been led by certified healthcare professionals and proven IT leaders.
Category Software Support  
Close Date  

Summary of Job Title: The Support Supervisor will oversee and manage daily operations of Support Specialists who troubleshoot Aprima software related problems. The Support Supervisor is responsible for the hiring, mentoring and performance of each staff member within the Support Team, coordinating with other supervisors and managers to deliver high quality service and to provide consistent, accurate, reliable and usable information that is applicable to the performance of the team.

Essential Duties and Responsibilities: Please note that other duties may be assigned by your supervisor. The Support Supervisor will ensure Aprima customers receive the necessary support to utilize the products they have purchased from Aprima by ensuring that the Support department has the necessary tools and knowledge to provide support for Aprima software products. The Supervisor will be responsible for the administration of the Support department including, but not limited to: hiring, disciplinary actions, annual reviews, quality of support, case inventory management and scheduling the team for customer support. The supervisor will also assist with planning and management of the Support Lab at the annual User Conference.

  • Professionalism / Leadership
    • Follows all company and Support policies, processes, direction and guidance as defined by Aprima leadership and the Human Resources (HR) department.
    • Maintain the strict confidentiality in accordance with all HIPAA guidelines/regulations
    • Follows all Customer Support processes correctly the first-time and every time.
    • Plans, schedules, coordinates, and reviews the work of support staff who provide customer support related to software problems.
    • Hires and ensures staff members are trained to meet or exceed their job descriptions.
    • Evaluates the performance of each individual team member and executes disciplinary actions, as needed, under the direction of the Support Manager and the HR Department.
    • Evaluates the efficiency and effectiveness of current departmental policies and procedures, updating as needed.
    • Assigns and reviews work, including incoming call and case queues, provides direct or functional supervision including setting and driving individual and team performance goals and objectives.
    • Implements strategies for providing fast and efficient issue resolution, including, but not limited to first call resolution and same day escalation
    • Attitude: Maintains a positive 'can-do' attitude that fosters a positive team environment.
  • Communication:
    • Listens attentively to leadership, team and customers to gain a comprehensive understanding of the issue/request.
    • Clearly communicates (verbal and written) in a timely, professional, courteous, and respectful manner.
    • Acts as the first level of escalation for customers wishing to speak to a supervisor.
    • Documents customer interactions thoroughly, clearly and concisely.
    • Must be able to set customer expectations and diffuse escalated customer scenarios.
    • Manages the appropriate dissemination of critical information to the appropriate audiences.
    • Communicates the issues and efforts of the team clearly and concisely to the customer, team, leadership and other departments, as appropriate.
    • Ensures confidentiality of sensitive personnel and corporate matters, as appropriate.
  • Analytical Skills / Judgment:
    • Accountable for Support case inventory and scheduling of resources to meet customer demand.
    • Compiles various departmental statistics and reports for leadership review.
    • Analyzes departmental data and implements changes for increased efficiencies and improved customer service.
    • Provides guidance, assistance, and follow-up on client inquiries.
    • Supervises and coordinates the daily support activities for a growing population of customers.
    • Continually strives to improve departmental processes and procedures.
  • All other duties as assigned.
Position Requirements

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Strong verbal and written communication skills are imperative for this position.
  • Outstanding customer facing communication.
  • Must be able to thrive in a busy, high stress and high call volume environment.
  • Excellent problem-solving skills and a broad understanding of relationships between hardware and software applications.
  • Knowledge of the Aprima suite of products.
  • Strong analytical skills, ability to analyze data, find trends and make recommendations for improving processes.
  • May require working different shifts and minimal domestic travel.
  • Must have a positive can-do attitude that is goal oriented and team focused.
  • Ability to manage customer’s expectations.
  • Ability to address issues with others in a professional and non-confrontational manner.
  • Working knowledge of Microsoft SharePoint.
  • Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, SharePoint, PowerPoint).


  • Knowledge of medical terminology and physician office workflow
  • Knowledge of medical billing or insurance

Education and/or Experience or both:

  • BA/BS Degree or equivalent related work experience.
  • Supervisory or leadership experience that includes interviewing, performance management, etc.
  • 2+ years working in a software company.
Full-Time/Part-Time Full-Time  
Shift -not applicable-  
Post Internal Days  
Position Software Support Supervisor  
Division eMDs - KRP  
Post Internal Days 0  
Created By Cynthia Duran  
Number of Openings 1  
Number Filled 1  
Exempt/Non-Exempt Exempt  
Hiring Manager(s) Cynthia Duran  
Req Number SOF-19-00011  
Open Date 8/21/2019  
Location Richardson  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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