NextGen EPM Tier 1 Support Specialist

At Sutherland we are a group of energetic and driven individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Position Summary

The NextGen EPM Tier 1 Support Specialist provides first-level functional support to end users, assisting with basic issues and ensuring smooth daily operations within the NextGen Practice Management system. The role focuses on initial triage, user assistance, basic troubleshooting, and escalating more complex issues when required.

Key Responsibilities

1: Act as the first point of contact for end users experiencing issues in NextGen EPM.

2: Receive, log, and categorize support tickets or cases according to established workflows and SLAs.

3: Provide basic troubleshooting and guidance for common issues related to appointment scheduling, task setup, patient registration, insurance entry, demographic updates, statement or print concerns, and minor charge posting or claim-related questions.

4: Assist users with system navigation and workflow queries.

5: Collect required information such as screenshots, patient or encounter details, error messages, and steps to reproduce the issue.

6: Reproduce simple issues and attempt resolution using standard procedures or knowledge base references.

7: Escalate unresolved or complex issues to Tier 2 support with complete documentation.

8: Provide timely responses and maintain clear, professional communication with end users.

9: Track progress of assigned tickets, follow up with users, and confirm resolution.

10: Support users with password resets, access issues, and basic security permissions.

11: Assist in maintaining simple troubleshooting guides, FAQs, and internal documentation.

Required Skills and Qualifications

1: Six months to two years of experience in application support or healthcare front-office or revenue cycle operations.

2: Basic understanding of practice management workflows such as scheduling, registration, and billing.

3: Strong verbal and written communication skills with the ability to give clear instructions.

4: Ability to follow defined troubleshooting steps and identify when escalation is required.

5: Familiarity with ticketing systems like Salesforce.

6: Ability to work efficiently in a fast-paced support environment.

7: SQL knowledge.

Preferred Qualifications

1: Basic experience or exposure to NextGen EPM.

2: Knowledge of healthcare terminology and insurance workflows.

3: Ability to document issues clearly and accurately.

1: Remote or on-site depending on organizational requirements.

2: May include rotational shifts.