Sr. Specialist I, Technical Services

Job Description:

Sr. Specialist I, Technical Services is responsible for providing advanced technical support and strategic guidance to Application Managed Services (AMS) clients and internal teams, driving complex issue resolution, and spearheading initiatives that improve client outcomes.

Advanced Technical Support and Troubleshooting:

• 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.
   

Strategic Client Engagement:

• 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.

 
Leadership and Mentorship:

• 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.

 
Knowledge Management:

• 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.

 
Case Management and Prioritization:

• 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.

    
Continuous Improvement Initiatives:

• 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.

Education Required:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 5+ years in technical support, IT troubleshooting, or a related role, with experience in healthcare technology preferred.
• Experience with NextGen Healthcare solutions or comparable systems is highly desirable.

Knowledge, Skills & Abilities:

• Knowledge of: Advanced proficiency in SQL, scripting languages (e.g., PowerShell), and system troubleshooting. Familiarity with healthcare standards like HL7 and clinical/administrative data exchange protocols.
• Skill in: 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.
• Ability to: 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.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.