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NextGen Healthcare · 3 weeks ago

Client Experience I

United States

Full-time

Remote

Senior Level

6+ years exp

NextGen Healthcare is a company focused on improving client experiences in the healthcare IT sector. The Client Experience Manager I is responsible for managing operational aspects of aligned Application Services clients and enhancing their experience throughout the contract duration.

AnalyticsElectronic Health Record (EHR)Health CareInformation ServicesMedical

Responsibilities

Manage all operational aspects of aligned clients, inclusive of but not limited to: daily Support case review, project management for upgrades and ancillary solution projects, and client relationship management

Build and maintain strong relationships with clients to understand their needs and expectations

Drive client outcomes while working with cross-functional teams

Develop and implement the roadmap strategy, operations, and communications to improve the overall client experience

Design, communicate, and implement comprehensive, executable project plans, status reports and documentation that meet the needs of cross-functional stakeholders

Monitor progress and performance of Support cases; take action to resolve operational problems and minimize delays

Identify, develop, and gather the resources to resolve complex Support issues and active projects

Establish strong formal and informal networks with cross-functional partners to drive engagement and ensure changes are understood / accepted across the organization

Lead meetings and provide appropriate documentation from agendas and tasks through to lessons learned

Travel to client sites on an as needed basis. Approximately 25% expected travel

Perform other duties that support the overall objective of the position

Qualification

Account ManagementHealthcare ITProject ManagementPMP CertificationAnalytical ThinkingLeadershipCommunicationConflict ResolutionEmotional Intelligence

Required

Bachelor's Degree

Or, any combination of education and experience which would provide the required qualifications for the position

6+ years experience in Project Management, Account Management and/or Support

Demonstrated experience in continuously improving processes to drive measurable outcomes

Extensive knowledge and experience with leading complex projects and process improvement initiatives

Healthcare IT Project Management experience is a plus

PMP Certification, NextGen Solution Certifications are a plus

Knowledge of: Application of principles, concepts, practices, integration, scope, and time management standards of project management

Skill in: Leadership and collaboration skills. Effective communication and interpersonal skills. Detail orientated; strong analytical thinker with a willingness to share knowledge and mentor others. Aptitude for assessing information critically, recognizing trends and able to recommend ideas for improvement and process innovation. Strong conflict resolution skills and ability to deliver difficult messages while instilling a sense of partnership and trust with the client. Emotional intelligence

Ability to: Use influence to drive projects and support cases to successful completion. Communicate, influence, establish trust, and demonstrate results with multiple stakeholder groups will be critical to success for this position. Navigate organizations to get things accomplished; autonomously lead and operate projects and execute independently. Balance competing priorities and multiple projects in a fast-paced environment. Strong ability to gauge business needs and requirements to prioritize work and workflow. Be passionate about contributing to an organization focused on continuously improving client experiences

Company

NextGen Healthcare

Glassdoor2.9

NextGen Healthcare offers a range of software, services, and analytics solutions to medical and dental group practices. It is a sub-organization of Quality Systems.

Founded in 2001

Irvine, California, USA

1001-5000 employees