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For your reference, we have included the original job posting below.
Client Support Analyst-EPM
Job Number:
21837882
Company Name:
NextGen Healthcare Information Systems, Inc.
Job Location:
Horsham, PA US
Job Category:
Information Technology
Client Support Analyst-EPM
Client Support Analyst-EPM
Req #: 1817 # Positions: 2 Location: US-PA-Horsham Experience (Years): .. Category: Client Software Support - EPM Support
Apply for this Job:
* Apply for this job online * Refer a friend to this job More information about this job: Overview: EPM Application Client Support Analysts are responsible for efficient, accurate and friendly delivery of support services to NextGen Healthcare Clients. Our ideal candidate will have worked in a client support environment troubleshooting software - and will have medical office environment experience and working knowledge of crystal reports.
Responsibilities: General • Use independent judgment to address and resolve medical application issues. • Use technical skill to resolve complex issues with client's database, software applications, technical configurations, etc. • Exercise discretion and independent thinking to make recommendations and advise clients regarding the use of their software. • Respond to all support issues in less than 2 hrs by telephone and maintain average resolution time of less than 2 days. Resolve and close all tickets with client's approval. • Manage call queue and make sure follow-ups are timely Specifics • Analyze and independently identify often complex problems within the software, a client's data, the knowledge-base or operating system. 20% • Exercise independent judgment to determine the appropriate course of action to be taken based on the analysis performed and all possible solutions. 20% • Take the appropriate course of action critical to the client's operation of the software or system in order to remedy problems and issues identified. 20% • Use discretion and determine independently whether or not a client requires training on the use of the software and determine if such training is billable or not even if it exceeds the client's time guidelines. 10% • Document all analysis and actions for all Support calls. This data is used by management to determine resource requirements and allocations, software enhancements necessary, client training curriculum and other factors critical to company's operation. 5% • Provide emergency support during non-business hours on a billable basis per company policy. Use discretion to determine whether or not to waive company policy to render such emergency support on a non-billable basis. 5% • Provide consulting advice to clients and management. 5% • Provide input to short term plans, i.e. action plans to resolve major client problems. 5% • Represent the company in handling client complaints, resolving grievances, etc. 10%
Qualifications: QUALIFYING JOB KNOWLEDGE, SKILLS, & ABILITIES: • Required: o Excellent English language oral and written communication skills o Ability to balance multiple priorities o Display dependable, punctual and professional demeanor o Significant experience troubleshooting proprietary software o Must be customer service oriented o Possess strong problem solving skills. o Ability to work independently as well as in a team environment o Maintain a positive attitude • Preferred o Experience troubleshooting medical software solutions o Working knowledge of medical billing and/or medical accounts receivable/ o Working knowledge of Windows, and Microsoft applications. EDUCATION AND EXPERIENCE: • Required: o Must be NCP Certified in applicable application within 6 months of employment o Minimum of High School Degree o Prior experience working as a Client Support Analyst in a busy technology call center or related experience • Preferred: o BS in Computer Science, Health Management Information Systems, other HC related degrees or related experience o Previous knowledge of the NextGen Healthcare Application Suite o Basic working knowledge of SQL
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