Full-Time Project Specialist I, Client Support

Project Specialist I is responsible for the coordination and completion of various Client Services projects, such as Knowledge Management.

Responsibilities include creating, editing, and publishing knowledge article content for employees, clients, and partners. The role requires close collaboration with Support, Managed Services, Client Services, and SMEs to deliver content that supports successful use of NextGen Healthcare solutions.

The role involves empowering clients and employees regarding Knowledge Management using a CRM tool.

Oversees all aspects of client experience projects, including setting deadlines, assigning responsibilities, monitoring progress, and summarizing findings.

Assists in creating project plans, managing scope, objectives, and deliverables.

Assists Client Support leaders in developing project timelines, milestones, and resource allocation.

Ensures project deliverables meet quality standards and customer requirements.

Manages relationships with project stakeholders (clients and internal teams) and resolves conflicts.

Identifies and reports on potential project risks, and assists in developing mitigation strategies.

Facilitates communication among project stakeholders, team members, and other parties.

Maintains project documentation, including meeting minutes, project reports, and documentation of project requirements and changes.

Participates in quality assurance activities, conducting quality audits against Client Support KPI goals.

Collaborates with cross-functional teams.

Assists in monitoring larger Client Support initiatives, ensuring adherence to goals.

Generates and analyzes project reports, including Client Support case data and Voice of the Client data, providing insights and recommendations to improve campaign and/or project performance.

Performs other duties as needed.

Qualifications

• Bachelor’s Degree in Business Administration, Healthcare Administration, Communication, Computer Science, or a related field.
• 1+ years of experience in Customer Support, Customer Advocacy, Technical Support, Healthcare IT consulting, project management, client relationship management, or related fields.

Requirements

• Knowledge of Client Support and/or Project management principles and best practices.
• Knowledge of KPIs (Key Performance Indicators).
• Knowledge of NextGen Healthcare Enterprise software or other EMR software.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) and Salesforce or other CRM software.

Skills and Abilities

• Strong collaboration, communication (written and verbal), listening, critical thinking, problem-solving, time management, project management, organizational skills, attention to detail, and customer service skills.
• Understanding of how project work ties back to overall Client Support and company goals.
• Ability to stay organized, prioritize workload, multitask, establish and maintain effective working relationships with cross-functional teams.
• Creating a collaborative environment to achieve realistic outcomes, leading to successful client results.
• Establishing processes and protocols.

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