Customer Care Specialist 

(Female, Age 26) from Telford, PA

This is a REAL-LIFE job profile written by a Female aged 26 who works as a Customer Care Specialist in Telford, PA. We have removed all names and personal information in order to protect privacy. This professional kindly spent a bit of their time to complete one of our job profile surveys so that prospective job seekers like you could read their insights. Please excuse any punctuation or grammatical errors in this profile.

At a Glance

Current Job

Basic data on your current job

Job Title Customer Care Specialist
Salary $42,200
Other Compensation None Set
Hours/Week 40
Company Size (not answered)
Location Telford, PA
Years Experience 2 years

Career Ratings

Opinions on your CAREER overall (i.e. not just your current job)

Years in Career 0
Education (not answered)
Income Rating 0 / 10
Interest Rating 0 / 10
Work-Life Rating 0 / 10
Fulfilment Rating 0 / 10

Current job Q&A

Describe the type of organization you work for.
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.

Describe your job role and responsibilities.
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

Please list an additional benefits (beyond compensation) that you receive.
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/over or well/fairly compensated at your current position?
Well compensated

Does your job entail you working with others on a daily basis? Is this something you like/dislike about your job? Please 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?

Do you work collaboratively with your co-workers?

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 rate each of the following aspects of your current job on a scale of 1-10 (10 being the highest/best):
Income: 7
Benefits: 5
Hours: 4
Co-Workers: 8
Supervisors: 6
Job Title: 1
Level of Responsibility: 3
The Actual Work: 2

A day in the life of…

Please describe a typical workday for you in your current job:

5am to 6am
6am to 7am
7am to 8am Wake up and get ready for work.
8am to 9am Leave for work at 8:20 and arrive at work at 8:30. I go to my desk and open my laptop up. I go grab coffee while my computer is booting up. The first thing I do is open Outlook and see if I have any conference calls scheduled.
9am to 10am I answer a few client emails. One is regarding how to get the Providers NPI # to populate in box 33b on a CMS 1500 form. I pull up our “Knowledge Exchange” which is a list of hundreds of “how-to” articles that can assist with “how to” questions. I send a few articles to the client and ask for addtional information, like are they set up under 1 enterprise with 2 practices or 1 enterprise, 1 practice and 2 locations. I troubleshoot the issue with the client but I could not find a solution so I opened a support ticket so one of our support analysts could assist them.
10am to 11am I received a phone call from an old client of mine. They were turned over to support and out of my dept when their 9 mos. was up. Therefore, they do not have a “main point of contact” and are forced to go right to support.
11am to 12pm Check Magic, which is our Help Desk. Clients open support tickets if they are having an issue. I check on my clients support tickets to make sure they are being addressed in a timely manner. I will also update the tickets if I can. For example, if a rep is having a hard time getting in touch with a client, I will contact the client and find an appropriate time that is available for both the support rep and client.
12pm to 1pm
1pm to 2pm I continue to look at support calls. One issue was open or 2 months so I emailed the developer that holds the ticket asking for an update.
2pm to 3pm A client emailed me asking for information on upgrading to 5.5. The client is on a 5.4 version. I went through our network in search of various documentation pieces. I sent them documentation on ICS which is our scanning solution. The were a significant amount of changes between 5.4 and 5.5. I also sent information on Medication Module which is also very different, it was completely rewritten between versions.
3pm to 4pm A client emailed and asked if their elearning licenses could be transferred between different users at the practice. Our elearning dept controls the “Learning Center” which is something the client can purchase to continue their education with the product or assist new hires at the practice. I sent an email to the elearning dept inquiring.
4pm to 5pm A client emailed me asking if they could run a Daily report to show all balances less than zero. I went over the support area and asked a rep if this was possible. The rep had time to walk me through an activity report. They could set the filters to show line item amount less than zero. I went back and relayed the information to the client.
5pm to 6pm A client emailed asking for a demo of NextMD. I contacted their Sales rep and coordinated a time for the demo. I also touched base with a reference site so that the client can ask questions about how the product works in a live setting. I then packed up and went home.
6pm to 7pm
7pm to 8pm
8pm to 9pm
9pm to 10pm
10pm to 11pm
11pm to 12am

Table of Contents

How you got your job

How did you get your current job?

What was the application process?
Submit resume and application online.

Did you have to interview for your current job? If yes, what did the interview process entail?
I interviewed with the manager of my department. That interview lasted about 15 minutes, then I went into the Vice Presidents office and interviewed with them for 10 minutes.

If you can remember, what questions were you asked during the interview?
What would you do if a client called and you didn’t know how to respond to them or you didn’t know the answer to their question?

Do you feel your employer properly prepared you for your job? Explain.
Yes. My supervisor is very helpful and is always willing to help clarify things.

Was there training for your current position? If yes, what did it entail?
There is internal training that my company will put you through.

Do you feel your educational background prepared you for your job? Explain.
I think any degree will give you a good base to work with when you are starting out in a career.

If applicable, do you feel your internship experience helped you prepare for your job?
Yes and No. My intership helped because it was full time and it made me aware of what an 8 hr. day of work would be like. My internship was in a different field than my job so it didn’t really pertain to what I am doing now.

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?
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?

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.

Long-term career plans

Is your current employment part of your overall career plan? Why or why not?
It is a great start. I work for a Great employer who really focuses on employee retention.

What are your current career goals?
I want to maintain a career and hopefully in this industry. The medical software field is an up and coming industry and offers many opportunities. My next step is Project Management.

Is there anything else you would like to share about your career?
Medical Software is a great career. I also love that my employer treats us like an asset not a liability.

Prior work history

Please list your most recent jobs prior to this current job:

Title Length Salary Description
Prior Job 1 Bartender 8 yrs. n/a Provide customer service for 165-seat, casual dining restaurant while maintaining 40+ employees

Started as server and promoted to bartender and manager

Assisted in achievement of sales goals

Conducted inventory each week

Reconcile deposits, and handled opening and closing security

Prior Job 2 Assistant Account Executive 4 mos n/a Assisted award winning industry leaders on accounts; Independent Blue Cross, Le Gourmet Chef, Phillies

Conducted target market research to help gain a strong understanding for the consumer

helped gain new business accounts; performed extensive research and created materials for proposals

Maintained a detailed status report for Exelon and PSE&G merger

Educational background

Please list your educational background:

High School GPA:

GPA School Degree
College (Undergraduate)
or Technical/Vocational
3.02 Temple University Marketing, Human Resources
Graduate or Professional
(Masters or Doctorate)

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