Job description

Summary:

The Patient Experience Platform Support team plays a critical role in the success of our NextGen Patient Portal, Telehealth and Pay customers and users. He/she will interface directly with providers, clinical staff and internal cross-functional teams to assist and resolve complex technical support issues, adjusting systems configurations, and providing product education. This position focuses on monitoring the Support team's queues, assisting with aging and complex support issues and cases, assisting in growing the Knowledge Exchange with quality content, and performing special projects and assignments based on business needs all while providing high levels of customer service.

Requirements

Job Responsibilities:

• Resolving integration errors with interfaces that use Mirth (Connected Health) and Rosetta HL7 and include both XML customizations in Rosetta and Java script transformers in Mirth.
• Researching and identifying failure points within clinical results messages and failure points updating NextGen.
• Researching Rosetta and 3rd party integration errors and/or failures.
• Why data from the interface and is updating or not updating the NextGen database incorrectly.
• Resolving and then determining the reason for an interface failure resulting in transactions not processing and creating a backlog.
• Reviewing the Rosetta agent configuration and Mirth Channel for errors and remediation of those errors with the client.
• Enabling specific parameters of an HL7 message. IE: Send PCP info in one segment or creating custom segments with for data that is not included in a standard HL7 message.
• Troubleshoot and resolved issues related to various medical devices that integrate into NextGen...IE: EKG, Spirometry, ophthalmology devices, etc.
• Other tasks assigned at Support Manager's discretion.

Education
Required:

• Bachelor's degree or Associate's degree with commensurate experience

Experience
Required:

• Experience supporting HL7 in a clients' production environment.
• Microsoft SQL Query: Experienced in working with SQL Queries and executing redefined scripts.
• Managing a backlog of cases along with proper documentation and follow-ups, ability to talk with clients directly and professionally.
• Utilization of connectivity tools such as WebEx and SecureLink to connect to client systems.
• Experience working with Windows' Servers, logging in and collecting required data such as application logs.
• Experience in parsing HL7 messages to compare against the standard.
• Using SQL to pull table level data for research.

Preferred:

• Experience supporting Mirth (Connected Health) and Rosetta HL7.
• Experience with Salesforce and conducting knowledge article searches

Knowledge, Skills, & Abilities:

• Works well in a team-oriented environment, including ability to train, mentor and lead others.
• Exceptional customer service, documentation and communication (verbal and written) skills.
• Takes initiative and exceptional time management and prioritization skills.
• Works well in fast-paced environments.
• Advanced technical acumen and software troubleshooting and problem resolution experience.
• Advanced knowledge and experience in computer software, patient portals, Salesforce, Windows OS, SQL, and Splunk.

NextGen Healthcare believes in strength through diversity. We are an equal opportunity workplace and an affirmative action employer supporting Diversity, Disabled, and Protected Veterans. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Because NextGen Healthcare believes in providing a safe work environment, we conduct background checks as part of our hiring processes.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

COVID-19 considerations:

Work Location: Remote

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