SYSTEMS TRAINER, EPM/RCM

Description

The Systems Trainer, EPM/RCM will train physician group practices on the NextGen PM software and ancillary applications. The Systems Trainer works closely with the Director of RCM to ensure daily RCM operations are moving in accordance with company policy.

Deliverables include:

Effectively educating and guiding end-users, including new internal employees on software configuration and front end functionality to ensure proper utilization of the NextGen PM software and ancillary applications.

Planning client training sessions based upon each clients need

Performing analysis of client's databases and determining the appropriate course of action. Actions taken may include but are not limited to:

o Verifying that software is working in accordance with NextGen Healthcare published manuals

o Correct/address issues and/or problems identified during analysis

o Communicate/escalate issues/problems to the appropriate department to promptly and effectively address issues

o Process requirements for enhancements and/or new features to the appropriate department

Facilitate the management of client expectations during the implementation process including, but not limited to, discussions with Customer/ Project Manager regarding potential delays in the implementation as a result of missed or incomplete task/milestones.

Document all client interactions including telephone calls, Client sessions, e-mail, etc. This data is used to determine next steps and/or by Management to resolve client issues/ requests.

Independently manage client communication including, but not limited to, ensuring accurate and timely follow-up to Client questions and issues. Implementations Specialists are authorized to respond to client e-mail inquiries, schedule and conduct telephone calls, and/or brief webinars to ensure critical issues/ problems are being addressed.

Attend client and internal meetings, as requested, to provide subject matter expertise on the NextGensoftware and/or ancillary applications.

Provide recommendations/suggestions for product enhancements based on expertise utilizing software and real-world experience working with the NextGen Healthcare client base.

Independently manage multiple priorities (i.e. customer sessions, follow-up questions, internal/external support) while maintaining a high-level of service and customer friendly manner.

Use discretion and determine independently next steps while on-site at a Client location.

Provide input to short-term and long-term plans, i.e. action plans to resolve customer implementation issues.

As requested, provide mentoring to new Systems Trainer, EPM/RCM staff to facilitate a faster integration into the company and department.

Contribute suggestions and/or preliminary drafts for new and/or improving existing training tools/documentation.

Independently develop and design Client presentations.

Sustain detailed product knowledge for existing versions and new versions of NextGen PM software.

Independently submit travel requests for upcoming Client sessions/meetings.

Additional Duties & Areas of Responsibility:

Provide Training to end users on the PM software

Audit existing practices for policy compliance

Create and deliver NextGen PM application documentation

Provide phone assistance to end users, as needed

Qualifications

Required Skills:

• Excellent organizational skills


• Ability to manage classes of up to 10+ students


• Ability to be self-sufficient as most Systems Trainer, EPM/RCMs are remote employees


• Ability to travel (must have driver's license, credit card, government issued ID, etc.)


• Ability to pay attention to details


• Excellent people skills


• Ability to deal with stressful situations


• Ability to manage customer expectation while on-site


• Professional demeanor


• Customer Satisfaction oriented

Desired Skills:

• Basic working knowledge of client/server applications


• Basic understanding of technical terminology


• Previous training and implementation experience


• Knowledge of and/or experience in ambulatory health care settings


• Significant experience with customer relations

Desired Education (including certifications):

• Must become a NextGen Certified Professional at completion of initial training


• BS in Business Management, Education, Computer Science, or related fields


• Medical industry training experience

Significant experience with class room style / WebEx training



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