Manager, Client Support Operations – Clinicals

🕒 May 20

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NextGen Healthcare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

⚕️ Healthcare Insurance

☁️ SaaS

📡 Telecommunications

💰 Venture Round on 2015-02

Healthcare Insurance • SaaS • Telecommunications

NextGen Healthcare is a company that provides integrated health IT solutions to ambulatory practices. Their services include electronic health records (EHR), practice management, interoperability, patient engagement, and telehealth solutions. They aim to enhance the patient and provider experience through innovative technologies such as AI-driven workflows and mobile solutions. NextGen Healthcare also offers tailored solutions for various specialties and focuses on improving clinical and financial outcomes for their clients. They support practices of all sizes, from small offices to large enterprises, and emphasize the importance of interoperability and data exchange to enhance healthcare delivery.

📋 Description

• Lead a team responsible for delivering high-quality technical and application support to clients • Accountable for team performance, operational execution, escalation management, and client support outcomes • Provide day-to-day leadership to ensure support processes are executed consistently and service commitments are met • Partner cross-functionally with Product, Engineering, Platform, Client Success, and other internal teams • Develop team capability and maintain operational discipline • Monitor service performance and drive continuous improvement across support operations • Manage day-to-day support operations for assigned products • Own operational performance to ensure service levels and resolution standards are met • Utilize AI-driven analytics to identify systemic risks and performance trends • Drive root cause analysis and corrective action planning to improve processes

🎯 Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field • 6+ years of experience in technical support, application support, client services, or related operational support roles • 2+ years of people leadership experience with responsibility for coaching, performance management, and team development • Experience managing escalated client issues in a client-facing support environment • Experience using operational metrics and service data to monitor team performance and drive improvements • Experience working cross-functionally with product, engineering, or service teams to resolve complex client issues • Experience supporting enterprise software, SaaS platforms, or healthcare technology solutions preferred. • ITIL or other service management certification preferred • Knowledge of client support operations and service delivery practices • Technical and application support models in enterprise software or healthcare technology environments

🏖️ Benefits

• Health insurance • Paid time off • Professional development opportunities