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!

• Act as the first point of contact for end users experiencing issues in NextGen EPM.
• Receive, log, and categorize support tickets or cases according to established workflows and SLAs.
• 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.
• Assist users with system navigation and workflow queries.
• Collect required information such as screenshots, patient or encounter details, error messages, and steps to reproduce the issue.
• Reproduce simple issues and attempt resolution using standard procedures or knowledge base references.
• Escalate unresolved or complex issues to Tier 2 support with complete documentation.
• Provide timely responses and maintain clear, professional communication with end users.
• Track progress of assigned tickets, follow up with users, and confirm resolution.
• Support users with password resets, access issues, and basic security permissions.
• Assist in maintaining simple troubleshooting guides, FAQs, and internal documentation.

• 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 the 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.

• Remote or on-site depending on organizational requirements.
• May include rotational shifts.