NextGen Healthcare · 3 days ago
Sr. Specialist I, Technical Services
Remote GA
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Provide expert-level technical and application support to AMS and Specialty Care clients post-Go-Live and on an ongoing basis.
Diagnose, troubleshoot, and resolve highly complex technical issues, ensuring timely and effective solutions to minimize disruptions.
Collaborate with development teams on escalated issues and provide detailed technical feedback to improve product performance.
Partner with clients to identify opportunities for system optimization and alignment with NextGen best practices.
Develop and implement tailored solutions, including workflow enhancements, system configuration updates, and new feature rollouts.
Serve as a trusted advisor, proactively addressing client concerns and identifying opportunities for improved outcomes.
Act as a resource for junior team members, providing guidance, mentorship, and training to enhance their technical and customer service skills.
Lead by example in case management, documentation practices, and client interactions.
Develop comprehensive knowledge base articles detailing advanced technical issues, resolutions, and best practices.
Lead initiatives to improve knowledge-sharing across the team, fostering a culture of continuous learning.
Manage and prioritize a high volume of complex cases in the ticketing system, ensuring timely resolution and clear documentation.
Develop and implement strategies for improving case turnaround times and client satisfaction.
Identify trends in client issues and recommend process improvements, product enhancements, or additional training to address root causes.
Lead or contribute to projects focused on improving the quality and efficiency of technical support services.
Perform other duties that support the overall objective of the position.
Qualification
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Required
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Any combination of education and experience which would provide the required qualifications for the position.
5+ years in technical support, IT troubleshooting, or a related role.
Advanced proficiency in SQL, scripting languages (e.g., PowerShell), and system troubleshooting.
Familiarity with healthcare standards like HL7 and clinical/administrative data exchange protocols.
Technical subject matter expertise.
Leadership in case management.
Client engagement.
Excellent verbal and written communication skills with the ability to convey complex technical information clearly and empathetically.
Strong analytical and problem-solving skills.
Exceptional organizational and time management skills.
Emotional intelligence and conflict resolution.
Demonstrated ability to handle complex, high-impact technical issues.
Proven ability to mentor, guide, and inspire team members and contribute to knowledge-sharing activities.
Adaptability in a fast-paced, dynamic environment.
Preferred
Experience in healthcare technology preferred.
Experience with NextGen Healthcare solutions or comparable systems is highly desirable.
Company
NextGen Healthcare
NextGen Healthcare offers a range of software, services, and analytics solutions to medical and dental group practices. It is a sub-organization of Quality Systems.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Mumbai Angels
2023-09-06Acquired
2015-02-16Series Unknown
Leadership Team
David Sides
President and CEO
T
Truong Le
Founder and CEO
Recent News
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2024-11-21
Company data provided by crunchbase
