Manager, Client Support Operations

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NextGen Healthcare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

💰 Venture Round on 2015-02

Healthcare • Consulting • Healthcare Insurance

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, coach, and develop Client Support Operations team members, including performance management, goal setting, and professional development • Participate in hiring, onboarding, and workforce planning • Manage day-to-day support operations for assigned products or solution areas • Own team operational performance, service levels, response times, and resolution standards • Use AI-driven analytics, operational metrics, and service data to identify risks, trends, adoption gaps, and improvement opportunities • Monitor team performance and take corrective action when targets are not met • Oversee complex, high-impact client issues and escalations through resolution • Support client satisfaction and service quality through timely issue resolution and effective communication • Ensure adherence to service commitments, escalation protocols, documentation standards, and knowledge management practices • Partner with Product, Engineering, Platform, Client Success, Training, and other stakeholders to resolve issues and improve outcomes • Drive root cause analysis and corrective action planning • Promote operational discipline, continuous improvement, collaboration, and client focus • Contribute to operational readiness and support planning for products, releases, enhancements, and business initiatives • Prepare and communicate operational updates, issue trends, and team performance insights to leadership • Perform other duties supporting the overall objective of the position

🎯 Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business, Healthcare Administration, or a related field, or equivalent combination of education and experience • 6+ years of experience in technical support, application support, client services, or related operational support roles • 2+ years of people leadership experience involving 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 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 • Leadership, operations, or project management certifications preferred • Knowledge of client support operations, service delivery, enterprise technical/application support, escalation management, workforce planning, service metrics, root cause analysis, continuous improvement, knowledge management, cross-functional collaboration, and client relationship management • Skills in team leadership, complex escalation management, operational data interpretation, process improvement, cross-functional partnership, communication, prioritization, accountability, problem solving, decision making, and operational planning • Ability to lead an accountable, client-focused support team; balance leadership, client needs, and operational priorities; analyze data; coach employees; build relationships; adapt to changing priorities; maintain documentation and process adherence; support multiple products; and manage competing deadlines