Job Description:
The Specialist I, Professional Services will serve as the liaison between internal teams to support and ensure all incoming requests for services are handled with appropriate action. The Specialist I, Professional Services will review and monitor client requests, work with appropriate subject matter experts where needed, and propose recommended solutions based on client needs through a strong understanding of NextGen product solutions.
Monitor and triage client requests received through a variety of sources to provide subject matter expertise (SME) for billable and other services across multiple domains and solutions, such as behavioral health, interoperability, dental, hosting, mobile, telehealth, patient portal, population health, implementation and training, and consulting services.
Resolve or assign cases to appropriate Professional Services team and/or SMEs to facilitate resolution; monitor cases through completion and communicate progress, as needed.
Partner with requestors to ensure submitted requests contain accurate information; perform necessary follow up to request clarification, as needed.
Facilitate a variety of internal calls, including client discovery calls and create statements of work (SOWs) to ensure needed solutions are clearly and accurately defined.
Update, maintain, disseminate, and implement standard process and procedure documentation across the Sales Support team.
Assist the Professional Services/Sales Support teams to implement changes to the Sales Support Process as it evolves with ever-changing business needs.
Collaborate with management to review plans and objectives to implement recommended changes and communicate updates in process and/or procedure to Sales Support team.
Gather, compile, review and respond to VOC (Voice of the Client) feedback received from internal clients; provide recommendations for updates or changes to increase efficiencies and meet client expectations based on the received data.
Assist with a wide variety of special project requests to assist the Sales Support team as directed by management.
Perform other duties that support the overall objective of the position.
Education Required:
Bachelor's degree.
Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
0-2 years of experience in a customer service environment.
Knowledge, Skills, and Abilities:
Knowledge of:
NextGen products and solutions; client relationships and effective customer service methodologies; Enterprise Resource Planning (ERP) Systems such as Salesforce; Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) with intermediate skill level.
Skill in:
Customer focus, communication, technical solutions, organizational skills.
Ability to:
Prioritize workload, meet deadlines, and multi-task while maintaining attention to detail. Ability to work in a team environment employing a hands-on approach with colleagues at all levels of the organization. Ability to establish and maintain effective working relationships through collaboration and respect.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.