GBS Corp
  • Youngstown, OH, USA
  • Full Time

POSITION SUMMARY

Provide service, support, and training to GBS Clients for vertical products, associated applications and minor hardware related issues to ensure that goals and objectives are accomplished within prescribed time frames. Ensure the satisfaction of GBS Clients in all areas. This includes but is not limited to: training, service, helpdesk, implementation, documentation, products and upgrades. To promote and foster a TEAM support attitude through your personal actions and by assisting in the execution / development of policies and procedures which benefit our Clients and GBS.  Service is accomplished by utilizing voice communications, web access and on-site training and assistance. The position requires the ability to execute on multiple projects simultaneously. Delivers compelling pre- and post-sale demonstrations of the assigned product suites. Understand the overall objectives and goals of our client(s) and work to serve those goals. This person will work closely with the sales teams to understand prospects business needs, and to deliver expected results via the product suites and the service offerings. They will also supplement Client understanding with product presentations to drive the value and develop new sales that include "Value Add" solutions in the Healthcare marketplace. Additionally, they will develop and execute an internal and external training plan for new modules, releases to clients and sales/marketing teams. This position requires NextGen EPM, EHR, and ICS certifications or must obtain them within 12 months of hire and formal training in GBS' own internally developed products (EasyID). The position requires the ability for daily and overnight travel.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Deliver expert knowledge, service, training, and assistance on GBS products and offerings to GBS Clients in an efficient and responsive manner
  • Provide Client consultative overview and directions for product areas assigned. This includes creating best practices guidelines, instructions, and work sessions for assigned product specialties
  • Work with Project Management team to create measurable KPIs to exceed those client expectations; this would include reducing the overall number of help desk calls/ complaints through best practice guidelines and improvements
  • Create the strategic overview of assigned products and how the product interacts, supports and intersects with other products; Operational objectives/ priorities and timelines
  • Have in-depth knowledge of Microsoft applications and Salesforce utilities and other third-party GBS product offerings such as: claims processing, eligibility processing, consulting services, revenue cycle management services, scanning services, remit processing, as well as, any new ancillary product offerings
  • Maintain a consistent and dedicated effort to learning updates and enhancements of products and associated applications
  • Suggest and deliver ideas, concepts, strategies and programs that will make GBS a better support and service company
  • Assist in the sales process/demonstration NextGen and new software applications          
  • Continual education on NextGen applications and releases
  • Promote GBS products and services 
  • Supply weekly updates for overall assigned project to Director of Operations and/or assigned Project Manager
  • Participate and enter data as assigned by GBS Operations staff into appropriate tools such as GBS portal, Salesforce and Project Management tools
  • Maintain accurate, timely and thorough Client documentation
  • Document billable time
  • Meet with Operational Team, as needed, to inform them of account status, ongoing issues, opportunities and potential issues which may cause a negative impact to GBS and its Clients
  • Provide feedback towards the development of better, more efficient, methods of rendering service and to our Clients
  • Work directly with Team to achieve department goals and objectives
  • Continually evaluate project management and training technologies to improve service to GBS Clients
  • Acquire detailed industry specific knowledge that can be applied to the betterment of our division and GBS as a whole
  • Conduct post-implementation surveys with clients for completed projects and provide lessons learned and feedback to Operational Team
  • Develop and maintain a professional relationship with Client and prospects
  • Create documentation for Client on issue resolution and publish documentation for internal use
  • Submit ideas and suggestions for the GBS newsletters to promote company image and improve Client communications
  • Generate revenue through time and material services and ancillary sales of products
  • Communicate with Clients on all activity on a regular basis in normal daily operations
  • Assist as Client Service Representative as required; perform minor updates and installation of products
  • Adhere to GBS policies including, but not limited to, confidentiality as it may relate to GBS Clients, processes or personnel
  • Perform other duties as assigned and/or assume additional responsibilities as required

SENIOR DUTIES AND RESPONSIBILITIES

  • Set a positive example for the team, providing mentorship and coaching to other less experienced Implementation Specialists; includes shadowing training events when needed offering professional critiques and guidance; conducting internal training in areas identified as a need, and setting a positive example
  • Assist with the development of internal processes, lesson plans and training curriculum standards
  • Advise management in regards to market opportunities / industry trends, departmental needs and resource development

QUALIFICATIONS (Knowledge, Skills, and Ability Requirements

  • Preferred: Minimum 4-year degree in Business, Computer programming, Revenue Cycle, Coding certifications, Business Analytics or equivalent experience
  • 4 years' as Implementation Specialist on key technology solutions
  • 5 years' experience with NextGen Healthcare applications
  • 2 years' business experience in sales or service or equivalent business experience
  • In-depth knowledge of the healthcare marketplace, revenue cycle and business practices
  • This position may require overnight travel up to 50% of the time
  • At times this position may require flexible hours to meet the national scope of assigned clients
  • Ability to lead a project and accomplish an established goal
  • Good communication skills including verbal, written, interpersonal and listening
  • Strong Client and co-worker relationship and rapport skills
  • Ability to empower and manage Client without hierarchical authority
  • TEAM player attitude and the ability to positively interact with co-workers at all levels of an organization; as well as work independently
  • Strong commitment to personal excellence, self-motivated and resourcefulness
  • Ability to balance multiple priorities in a dynamic work environment
  • Capable problem solver that develops effective solutions for complex problems
  • Working knowledge of operating systems used in vertical, as well as, Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

SUPERVISORY RESPONSIBILITIES

Does this job have supervisory responsibilities? No Are there subordinate supervisors reporting to this job? No Are there other non-supervisory employees who report directly to this job? No

CERTIFICATES, LICENSES, REGISTRATIONS

NextGen Certified Professional or obtain certification at completion of initial training

 

GBS Corp. is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

GBS Corp
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