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Job DescriptionPosition 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.
QualificationsRequired 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.
Additional Information1: Remote or on-site depending on organizational requirements.
2: May include rotational shifts.
Skills Required
- Six months to two years of experience in application support or healthcare front-office or revenue cycle operations.
- Basic understanding of practice management workflows such as scheduling, registration, and billing.
- Strong verbal and written communication skills with ability to give clear instructions.
- Ability to follow defined troubleshooting steps and identify when escalation is required.
- Familiarity with ticketing systems like Salesforce.
- Ability to work efficiently in a fast-paced support environment.
- SQL knowledge.
- Basic experience or exposure to NextGen EPM.
- Knowledge of healthcare terminology and insurance workflows.
- Ability to document issues clearly and accurately.
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
