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Job Description: The Specialist II, Professional Services Patient Experience supports clients in optimizing patient engagement and overall experience through effective implementation and use of NextGen and partner solutions. This role combines technical expertise, consulting skills, and a focus on measurable outcomes to enhance workflows, drive adoption, and achieve key performance goals. Working both independently and as part of a team, the Specialist II ensures each client's success across all phases of the engagement.
- Work closely with project and client teams to support Professional Services account implementation strategy and service plan development.
- Provide consulting services-such as best practice processes, workflows, and configurations of NextGen solutions-to clients in various locations (client sites, NextGen offices, or remotely).
- Conduct and document Discovery sessions for new implementations to determine client-specific configurations and workflows.
- Build, configure, maintain, and edit best-practice workflows to meet specific client needs.
- Accountable for the implementation and overall client experience with NextGen and partner products related to patient engagement.
- Manage each client's experience against key performance indicators (KPIs) for patient engagement, user adoption, and satisfaction.
- Educate and inform clients about workflows and process improvements to expand patient engagement initiatives and optimize patient outcomes.
- Document identified gaps in product functionality using standardized processes.
- Document all client interactions using standardized processes and tools.
- Responsible for Go-Live support and adoption of the company's products-onsite or remotely activate clients' new EHR applications, resolve issues, and support end-user adoption.
- Collaborate with internal teams to share insights and feedback that improve the client journey and enhance the patient experience.
- Contribute to service solution development efforts that best address client needs and promote engagement success.
- Maintain subject matter expertise to complete assigned work and support ongoing client success.
- Travel up to 75%.
- Perform other duties that support the overall objective of the position.
Education Required:
- Bachelor's Degree in Computer/Data Science, Business Administration, Health Informatics, or related discipline.
- Continuing education and additional training related to this role as required by management and the company.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 3+ years working in consulting and/or supporting a professional services organization.
- 3+ years of direct implementation experience with ambulatory health information systems.
- 3+ years of experience working with healthcare-oriented clients and projects.
- Experience supporting patient engagement or customer experience initiatives preferred.
License/Certification Required:
- NextGen NCP Certification within 6 months of employment.
- Alternate test or certification for roles not aligned with NCP.
- Maintain and renew certification as required.
Knowledge, Skills & Abilities:
- Knowledge of:Software development life cycle, client relationship management, and customer success methodologies. Healthcare delivery models, patient engagement principles, and regulatory programs (HITECH, MACRA, etc.). Patient experience metrics, benchmarking, and workflow optimization strategies. Healthcare industry and consulting methodologies. Portfolio of NextGen Solutions, including market and specialty nuances. Microsoft Office Suite and relevant productivity tools.
- Skill in:Managing client relationships and improving patient experience outcomes. Communication, presentation, and customer engagement. Collaboration, problem-solving, and conflict resolution. Data interpretation and translating performance metrics into actionable insights. Project management and implementation support. Coaching and training clients on patient engagement tools and workflows.
- Ability to:Prioritize workload, meet deadlines, and multi-task while maintaining attention to detail. Establish and maintain effective working relationships through collaboration and respect. Translate client needs into actionable plans to improve patient engagement performance. Educate clients on strategies to enhance patient experience and demonstrate measurable impact through KPIs.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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NextGen Healthcare
Nov 25, 2025