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Job DescriptionPosition Summary
The client Support Specialist is responsible for assisting healthcare providers with issues related to mobile application, including troubleshooting technical difficulties, guiding doctors through the login or setup process, and ensuring a smooth and positive telehealth experience. This role serves as the first point of contact for doctors requiring support before or during their appointments and works closely with clinical and technical teams to resolve problems efficiently.
Key Responsibilities
Doctors & Client Support & Communication
- Answer inbound calls, messages, and emails from providers and their IT heads regarding mobile application issues.
- Provide real-time assistance via phone, chat, email, or messaging in English.
- Provide clear, empathetic, and doctor-friendly guidance to resolve technical barriers (e.g., login problems, audio issues, dictation set up and app navigation).
- Assisting doctors step-by-step through mobile applications help set up camera, microphone, app updates, browser settings, etc.)
- Provider assistance to provider with similar technical issues.
- Working in user profile changes, password reset issues for the client.
Technical Troubleshooting
- Identify and resolve common technical problems with NextGen mobile application.
- Document troubleshooting steps and escalate unresolved issues to the technical support or IT team.
Operational Support
- Notify clinical teams of delays or disruptions that may impact the patient’s visit.
- Document communications and resolutions accurately in the appropriate systems.
- Monitor and follow up on open cases until resolved.
Compliance & Quality
- Maintain strict compliance with HIPAA and organizational privacy policies.
- Provide service with a high degree of professionalism, empathy, and cultural sensitivity.
- High school diploma or equivalent (GED).
- 1–2 years of experience in customer service, patient support, call center, or healthcare environment.
- Ability to troubleshoot basic technical issues on mobile devices, tablets, and computers.
- Strong communication skills—both verbal and written.
- Ability to remain patient, calm, and solution-oriented during challenging interactions.
Skills & Competencies
- Excellent problem-solving and critical thinking skills.
- Strong customer service orientation with an emphasis on empathy.
- Ability to multitask in a fast-paced environment.
- Attention to detail and accurate documentation skills.
Basic understanding of telehealth processes
Skills Required
- High school diploma or equivalent (GED)
- 1-2 years of experience in customer service, patient support, call center, or healthcare environment
- Ability to troubleshoot basic technical issues on mobile devices, tablets, and computers
- Strong communication skills--both verbal and written
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
