CSA's (Client Support Analysts) are responsible for efficient, accurate and friendly delivery of support services to NextGen Healthcare Clients. This is the ideal job for someone wishing to enter (recent college grad) into the dynamic field of Healthcare IT - or for the medical practice individual who would like to work in the Healthcare IT field.
This position is based out of the Horsham office headquarters and does not require travel. The CSA's are required to be a part of on-call rotation and carry a beeper 1 week every 2-3 months and are required to work an alternate work schedule and cover the 11:30 AM to 8:30 PM shift for one week , every 4-5 weeks. Core hours will be 8:30 AM - 5:30 PM.
General
- Address and resolve Client's NextGen application technical issues using independent judgment.
- Address and resolve complex Client issues using technical skill and judgment.
- Respond to all support tickets in less than 2 hrs by telephone.
- Maintain average ticket resolution less than 2 days.
- Manage call queue and make sure follow-ups are timely
- Resolve and close all tickets with clients approval
- Maintain 98% good/excellent client satisfaction surveys
- Meet and/or exceed of client support goals set by Sr. Management
Specifics
- Analyze and independently identify often complex problems within the software, a client's data, the knowledge-base or operating system. 15%
- 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 customer's operation of the software or system in order to remedy problems and issues identified. Such courses of action may include further analysis and/or repair of client database corruptions, SQL errors and/or client performance issues. 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%
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 client 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 Technical background, working knowledge of SQL, Windows, etc.
EDUCATION AND EXPERIENCE (including certifications):
- 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, or other HC related degrees
o Previous knowledge of the NextGen Healthcare Application Suite
o Basic working knowledge of SQL