Project Specialist I, Client Support

Job Description:

Project Specialist I is responsible for the coordination and completion of various Client Services projects such as Knowledge Management. The Project Specialist I, will create, edit, and publish knowledge article content for employees, clients, and partners. The incumbent will work closely with Support, Managed Services, Client Services, and other subject matter experts (SMEs) to deliver content that enables clients and employees to be successful users of NextGen Healthcare solutions. Project Specialist should expect to work with clients and employees alike to help with empowerment training regarding Knowledge Management and be comfortable working in a Customer Relationship Management tool (CRM) for Knowledge Management process. In addition to Knowledge Management, this position oversees all aspects of client experience projects, sets deadlines, assigns responsibilities, and monitors and summarizes progress of project.

Responsibilities:

• Assist in creating project plans, managing project scope, objectives, and deliverables.
• Assist Client Support leaders in developing project timelines, milestones, and resource allocation ensuring project deliverables meet quality standards and customer requirements.
• Assist in managing relationships with project stakeholders, including clients, and internal teams, including conflict resolution.
• Identify and report on potential project risks throughout the project lifecycle and assist in developing risk mitigation strategies.
• Facilitate effective communication among project stakeholders, team members, and other relevant parties.
• Maintain project documentation, including meeting minutes, project reports, and documentation of project requirements and changes.
• Participate in quality assurance activities, such as conducting quality audits against Client Support KPI goals.
• Collaborate with cross-functional teams to ensure smooth project execution.
• Assist in monitoring larger Client Support initiatives by, tracking project work, and ensuring adherence to initiative goals.
• Assist in generating and analyzing project reports, which may include Client Support case data, Voice of the Client data; providing insights and recommendations to improve campaign and/or project performance.
• Perform other duties that support the overall objective of the position.

Education Required:

• Bachelor’s Degree in Business Administration, Healthcare Administration, Communication, Computer Science, or related discipline.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• 1+ years in Customer Support, Customer Advocacy, Technical Support, Healthcare IT consulting, project management, and/or client relationship management or related experience.
   

Knowledge, Skills, Abilities:

Knowledge of: Client Support and/or Project management principles and best practices. Knowledge of KPIs (Key Performance Indicators). NextGen Healthcare Enterprise software, or other Electronic Medical Records (EMR) software. Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) and Salesforce or other CRM (Client Relationship Management) software.

Skill in: Collaboration, communication (written, verbal), listening, critical thinking, problem solving, time management, project management, organizational skills, attention to detail, customer service.

Ability to: Understand how project work and initiatives tie back to overall Client Support and company goals. Stay organized, prioritize workload, and multi-task to meet established timelines; establish and maintain effective working relationships with cross-functional teams. Create a collaborative environment to promote realistic outcomes and goals leading to successful client results. Establish processes and protocols.

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.