EPM Tier 1 Support Specialist

Sutherland

NextGen EPM Tier 1 Support Specialist providing user assistance and resolving issues in healthcare systems. Focused on first-level functional support and ensuring smooth operations.

Posted 7/23/2026full-timeRemote • 🇮🇳 IndiaJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in application support with a focus on NextGen EPM, including troubleshooting, ticket management, and effective communication with end users. Familiarity with healthcare workflows and systems enhances the ability to provide timely and accurate assistance.

Highest-signal resume keywords

NextGen EPM SupportApplication Support ExperienceSQL KnowledgeHealthcare TerminologyTicketing Systems Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTicket ManagementAppointment SchedulingPatient RegistrationInsurance EntryDemographic UpdatesCharge PostingClaim ResolutionDocumentationWorkflow Analysis

Soft Skills

Verbal CommunicationWritten CommunicationInstruction ClarityProblem-SolvingTime Management

Tools & Technologies

SalesforceNextGen EPM

Industry Keywords

Healthcare Front-OfficeRevenue Cycle OperationsPractice Management WorkflowsSLA ComplianceSupport Environment

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Basic experience or exposure to NextGen EPM (preferred)
Knowledge of healthcare terminology and insurance workflows (preferred)
Ability to document issues clearly and accurately (preferred)

Benefits

Comp & perks

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