Customer Support Analyst - (enterprise practice management)

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 1,000 physician practices across the United States. Ideal for any sized practice, from the multi-provider enterprise to the solo practitioner, NextGen Healthcare’s proven suite of applications streamline front- and back office administration and management of all clinical data relating to patient care outcomes.


We are currently seeking a Customer Support Analyst -EPM to join our Horsham, PA based Customer Support Department.


Required Skills:
•Candidate must be customer service oriented and be able to troubleshoot and resolve issues in a timely manner.
•Knowledge of the NextGen® Application Suite
•Positive Attitude; Excellent verbal and written Communication Skills
•Ability to handle multiple tasks simultaneously
•Display dependable, punctual and professional demeanor
•Strong Problem Solving Skills
•Ability to work independently as well as in a Team environment
•Knowledge of Microsoft applications/Windows.
•SQL experience preferred
•Must be NCP certified within 6 months of hire
REQUIREMENTS
Responsibilities:
•Provide critical customer support for our fast-growing customer base.
•Take applicable training to become a NextGen Certified Professional
•Respond to all support tickets in less than 2 hrs by telephone.
•Maintain average ticket resolution less than 2 days.
•Maintain 98% good/excellent customer satisfaction surveys
•Identify software defects for submission to developers.
•Work with Team leader and Supervisor to identify opportunities for improvement within department.
•Clearly document all support tickets and their resolutions in Support Magic.
•Recommend articles for publishing in the NextGen® Knowledge Exchange
•Assist and mentor less experience Team members as needed.


Education/Experience Requirements:
•Bachelor degree in Information Technology field or equivalent combination of education and relevant experience.
•Minimum of 3 years experience working within a medical practice specializing in (front office functions, back office functions, claims area or technical experience).


We offer an excellent salary and a comprehensive benefits package. For immediate consideration, please forward resumes, including salary requirements, to [Click here for email]. NextGen Healthcare is an Equal Opportunity Employer