IT Manager

21st Century Home Health Services (21HHS) is the fastest-growing home health agency in Northern California and the largest home health agency in San Francisco. We care for patients across San Francisco, San Mateo, Santa Clara, Santa Cruz, Alameda, Contra Costa, Solano, Napa, Yolo, Placer, El Dorado, Sacramento, Marin, and Sonoma counties.

Successful growth relies on our ability to leverage technology, systems, and data. Our dispersed workforce includes clinicians and therapists working in patients' homes and teams in several office locations who support them. Our systems are the backbone of how we operate, and every visit, care plan, schedule, and patient record runs through them. Clinicians in the field need reliable mobile access, secure communication, and accurate, real-time data. Leadership relies on clean, trustworthy data to track patient outcomes, stay compliant, and plan where we expand next.

This position requires you to be onsite at our Burlingame office Monday - Friday.

What you'll do: As our IT Manager, you'll own the technology that powers 21HHS. You'll be responsible for our systems, infrastructure, security, and IT standards, and you'll make sure they're reliable today and ready for the growth ahead. You'll also lead our AI initiatives, finding practical ways to use AI in our call center, our EMR, and daily operations so our teams can work smarter and spend more time on patient care. You'll set up best practices, build reporting that gives leadership clear visibility into IT performance, and supervise our IT Specialist and Help Desk. This is a hands-on leadership role for someone who can set up strategy and also roll up their sleeves when needed.
Key Responsibilities:

IT Ownership & Strategy

• Own all IT systems, infrastructure, and vendor relationships across the organization.

• Partner with leadership to build and carry out an IT roadmap aligned with organizational goals and growth strategies.

• Plan and deliver the technology needs for new locations and expansion, including network, hardware, and system setup.

• Manage the IT budget, including software licensing, hardware purchasing, and vendor contracts.

AI Strategy & Initiatives

• Lead the evaluation, selection, and rollout of AI solutions that improve efficiency, the patient experience, and the employee experience.

• Implement and manage call center AI, such as intelligent call routing, virtual agents, call transcription and summarization, and sentiment and quality analytics, so patients and referral sources get faster, more consistent service.

• Lead the adoption of AI built into our EMR, such as ambient clinical documentation, automated coding and documentation review, and predictive insights, to reduce clinicians' administrative work and support better outcomes.

• Find other opportunities to use AI and automation across the business, including intake, scheduling, referrals, and back-office workflows.

• Set AI governance standards, including acceptable use policies, vendor review, data privacy, and HIPAA-compliant handling of patient information.

• Measure the impact of AI initiatives and report results, adoption, and ROI to leadership.

• Work with the IT Specialist and Help Desk to train staff on AI tools and drive adoption across clinical and operational teams.

Systems Management & Administration

• Oversee the administration, configuration, and integration of core business systems, including Microsoft 365, RingCentral, Salesforce, and our EMR.

• Own identity and access management, including SSO, role-based access standards, and the provisioning and deprovisioning process.

• Evaluate, select, and implement new technology solutions that improve workflows and scale with the business.

• Make sure systems work together so data flows accurately between platforms.

IT Infrastructure

• Design, maintain, and improve network, server, cloud, and endpoint infrastructure across all office locations and for remote field staff.

• Ensure optimal performance, availability, and scalability of all IT systems.

• Own backup, disaster recovery, and business continuity planning, and test these plans regularly.

• Manage the full lifecycle of hardware and mobile devices, from purchasing and deployment to recovery and retirement.

Technology Best Practices & Governance

• Establish and document IT policies, standards, and procedures, including onboarding, offboarding, device management, and acceptable