NextGen EPM Tier 1 Support Specialist

Sutherland
Hyderabad
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Communication","Troubleshooting","Documentation","Ticket management","Customer support"]

Provide first-level functional support for end users of the NextGen EPM practice management system. Triage, log, and categorize support tickets under SLAs; troubleshoot and guide users with scheduling, registration, billing, insurance, demographics, statements/printing, and charge/claim questions. Collect required details, reproduce simple issues, and escalate complex cases to Tier 2 with complete documentation while maintaining clear user communication.

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FursaFursa
Sutherland
Sutherland
3 days ago

NextGen EPM Tier 1 Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 35 minutes agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide first-level functional support for end users of the NextGen EPM practice management system. Triage, log, and categorize support tickets under SLAs; troubleshoot and guide users with scheduling, registration, billing, insurance, demographics, statements/printing, and charge/claim questions. Collect required details, reproduce simple issues, and escalate complex cases to Tier 2 with complete documentation while maintaining clear user communication.
Location: Hyderabad
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the first point of contact for end users with NextGen EPM issues.
  • •Receive, log, and categorize support tickets/cases according to workflows and SLAs.
  • •Provide basic troubleshooting and guidance for common NextGen EPM issues (scheduling, task setup, registration, insurance entry, demographic updates, statements/printing, charge posting, claim questions).
  • •Assist with system navigation and workflow questions; collect screenshots, patient/encounter details, error messages, and steps to reproduce.
  • •Reproduce simple issues and attempt standard resolutions; escalate complex/unresolved issues to Tier 2 with complete documentation; track tickets and confirm resolutions.

Key Requirements

  • •6 months to 2 years of experience in application support or healthcare front-office/revenue cycle operations.
  • •Basic understanding of practice management workflows (scheduling, registration, billing).
  • •Strong verbal and written communication to provide clear instructions.
  • •Ability to follow defined troubleshooting steps and know when to escalate.
  • •Familiarity with ticketing systems like Salesforce; SQL knowledge.
Experience:1-2 yearsHealthcareApplication support
Skills:CommunicationTroubleshootingDocumentationTicket managementCustomer support
Languages:English
Tech Stack:NextGen EPMSalesforceSQL

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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