EMR - Customer Support Analyst

NextGen Healthcare Information Systems, Inc., a rapidly growing, publicly held, top-tier healthcare IT company based in Horsham, PA, provides computer-based practice management and electronic medical records systems to more than 1,500 physician practices across the United States. 

Join a dynamic team of individuals supplying innovative information system solutions to the medical industry. NextGen Healthcare Information Systems rewards the creative and provides a casual work atmosphere. NextGen offers an excellent salary and comprehensive benefit plan. 


We are currently seeking a Customer Support Analyst to join our Horsham, PA based Customer Support Department. CSA's are responsible for efficient, accurate and friendly delivery of support services to NextGen Healthcare Customers.

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:
• Use independent judgement and technical skill to resolve complex issues with customer's database, software applications, technical configurations, etc.
• Respond to all support issues in less than 2 hrs by telephone and maintain average resolution time of less than 2 days. 
• 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.
• Represent the company in handling customer complaints, resolving grievances, etc.


QUALIFYING JOB KNOWLEDGE, SKILLS, & ABILITIES:
• Required:
o Excellent English language oral and written communication skills
o Ability to balance multiple priorities
o Significant experience troubleshooting proprietary software
• Preferred
o Experience troubleshooting medical software solutions
o Technical background, working knowledge of SQL, Windows, etc.

EDUCATION AND EXPERIENCE (include 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 Customer 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

 

 

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=497870-3-413