1. Employment Profile: What exactly does a Customer Care Specialist do? |
|
 What field is your job in?
Medical Software
|
|
What is your job title?
Customer Care Specialist
|
|
Please provide a brief description of the firm or organization that you currently work for
(size and general description of what type of organization it is)
NextGen Healthcare Information Systems, Inc., a rapidly growing, publicly held, top-tier healthcare IT company based in Horsham, PA, provides computer-based practice management and electronic medical records systems to more than 1,800 physician practices across the United States. Ideal for any sized practice, from the multi-provider enterprise to the solo practitioner, NextGen Healthcare's proven suite of applications streamline front- and back office administration and management of all clinical data relating to patient care outcomes.
|
|
How long have you been employed in this position?
1 yr. 9 mos.
|
|
How many hours do you work a week on average?
40 hrs
|
|
Please provide a BRIEF description of your duties and responsibilities. (job description)
Serve as main point of contact for clients after implementation process
Liaison between NextGen and the client; handling licensing issues, upcoming release questions, support ticket escalation
Responsible for 30+ clients each with multiple providers, practices and locations
Independently document all Customer interactions. This data is used to by executive management to determine Customer Satisfaction
|
|
What was your gross income last year? Please include any bonuses or incentives received.
40,000
|
|
What is your expected gross income for this year? Please include any bonuses or incentives you expect to receive.
42200
|
|
Please
list any benefits you have (Please include number of weeks vacation,
sick leave and type of health insurance, retirement plan 401k)
2 weeks vacation per year, 6 sick days & 4 person days per year, company trip (cruise), health, dental & vision benefits, 401K, stock options, Flex Spending Account
|
|
Do you feel you are under/well/over compensated at your current position?
Well compensated
|
|
|
2. Work environment! |
|
Does
your job entail you working with others on a daily basis? Is this
something you like/dislike about your job? Explain
I work with clients on a daily basis. We communicate via email and phone. I love interacting with my clients. I speak with Dr.'s, nurses and administrators.
|
|
Do you work collaboratively with supervisors/managers?
Yes
|
|
Do you work collaboratively with your co-workers?
Yes
|
|
Describe
your work location (e.g., office, home, theatre, in the field) and what
you like/dislike about working in it
I work with a team of 10 Customer Care Specialists. We receive clients for 9 monthes when they complete Project Management. We all help each other with questions or new issues that come up. We have a team meeting every Friday with our Supervisor
|
|
Please rank in order of importance from 1-8 (1- most important 8- least important) Assign each number once.
-
7 Income
-
8 Work Environment - co-workers
-
6 Work Environment - supervisors
-
5 Benefits
-
4 Hours
-
3 Level of responsibility
-
2 The actual "work" you do at your job
-
1 Job Title
|
|
3. How should someone new to the workforce get a J-O-B like yours? |
|
If someone wanted to go about getting a job similar to yours, what would you recommend for him or her to do?
You must have a degree of some sort. If your degree is in Healthcare IT, you have a better chance of getting a higher salary. You can go to our company website and fill out the application online.
|
|
What
skills do you think a person should have if they want to pursue a
position like yours? Please be specific and explain why (e.g., social
skills, organization skills, technical skills)
organization skills-we each have 30+ clients all with several contacts. You are their main point of contact. You must have everything organized incase something comes up. Know the version their on, how many providers, licenses etc. Social Skills-you must interact with other employees for many different things that can come up. You must be able to communicate and know how to persuade people to work on your clients issue. Problem Management skills-Sometimes Dr.'s will call demanding a resolution to a problem and screaming about something unimportant, you must know how to react.
|
|
Do you feel that you need a certain level of education or training to be successful in your job?
Yes
|
|
What advice would you give to someone who was about to start work in your position/ line of work?
You have two ears and one mouth, listen more than you speak. There is a wealth of knowledge thrown at you when you first start. Know how to organize the information so you may reference it at a later time, maybe when it makes sense.
|
|
In order to view the remaining sections of this questionnaire please
SIGN IN
or
REGISTER HERE
or 
|
