Job Description:
The Associate Manager, Client Services will provide supervision in developing, designing, and optimizing the department and systems functions supporting company business processes. The incumbent will assist and supervise day-to-day objectives and delivery of contracted services that have impact on the achievement of departmental results.
• Oversee day-to-day operations such as SLA deliverables, client priorities, deadlines, client escalations, and time-critical solutions.
• Communicate program updates and changes, such as standard operating procedures (SOPs), program deployments and enhancements, and directives to the Client Support team.
• Audit a variety of reports to analyze trends, client escalations, employee training gaps, and disseminate information to manager; make recommendations to improve efficiencies based on findings.
• Review client feedback, identify gaps and client needs; provide input into improving service and product quality.
• Monitor daily workflow to ensure client support initiatives and goals are being met according to client SLAs.
• Drive continuous improvement on all Client Support processes and procedures.
• Act as the escalation point and subject matter expert (SME) for resolution of escalated issues.
• Supervise onboarding and training for new employees.
• Perform other duties that support the overall objective of the position.
Education Required:
• Bachelor's degree
• Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
• 5+ years of experience in a client and/or customer relations environment with increasing levels of responsibility.
• 4+ years of experience in Call Center or related field developing professional expertise and skills.
• Experience working in a healthcare facility, clinical setting, or healthcare Electronic Medical Records (EMR) Client Support role.
Knowledge, Skills, Abilities:
Knowledge of: Best practices in a client support or customer service environment; Microsoft Office Suite. Ability to work in a team environment employing a hands-on approach with colleagues at all levels of the organization. Ability to communicate effectively (both written and verbal) using tact, courtesy, and patience. Ability to establish and maintain effective working relationships through collaboration and respect.
Skill in: Communication, analytical, critical thinking skills and subject matter expertise for problem solving and troubleshooting operational issues. Organized, customer service.
Ability to: Create and establish best practices, policies, and procedures throughout the client journey; prioritize workload, meet deadlines, and multi-task while maintaining attention to detail.
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.
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What We Do
NextGen Healthcare is on a relentless quest to improve the lives of those who practice medicine and those they care for. We provide tailored solutions to fit the precise needs of ambulatory practices, as they strive to reach the quadruple aim while navigating the journey of value-based care. The result? Healthier patients and happier providers.
