NextGen EPM Tier 1 Support Specialist

Accountabilities: The NextGen EPM Tier 1 Support Specialist will be responsible for delivering efficient first-level application support, ensuring users receive accurate assistance while maintaining high service standards. The role requires strong attention to detail, structured troubleshooting, and effective communication with end users and internal teams.

Serve as the first point of contact for users experiencing issues within the NextGen EPM platform.

Receive, categorize, document, and manage support tickets according to established workflows and service-level expectations.

Provide basic troubleshooting and guidance for common issues related to appointment scheduling, task configuration, patient registration, insurance data entry, demographic updates, statements, printing concerns, and basic charge or claim-related questions.

Assist users with system navigation, workflow questions, and general platform usage.

Gather relevant information including screenshots, error messages, patient or encounter details, and reproduction steps to support issue resolution.

Reproduce simple technical issues and apply standard troubleshooting procedures or knowledge base solutions.

Escalate complex or unresolved issues to higher-level support teams with complete documentation and context.

Maintain clear, professional, and timely communication with users throughout the support process.

Monitor assigned tickets, provide follow-ups, and confirm successful issue resolution.

Support password resets, access requests, and basic permission-related issues.

Contribute to the creation and maintenance of troubleshooting documentation, FAQs, and internal support resources.

Requirements:

The ideal candidate will have experience in application support, healthcare operations, or technical troubleshooting, with strong communication skills and the ability to follow structured support processes. A customer-focused mindset and willingness to learn healthcare technology workflows are essential.

6 months to 2 years of experience in application support, healthcare front-office operations, or revenue cycle operations.

Basic understanding of healthcare practice management workflows, including scheduling, patient registration, and billing processes.

Strong verbal and written communication skills with the ability to provide clear instructions and support users effectively.

Ability to follow troubleshooting procedures, analyze issues, and determine when escalation is required.

Familiarity with ticketing systems such as Salesforce or similar support platforms.

Ability to manage multiple requests efficiently in a fast-paced support environment.

Basic SQL knowledge for troubleshooting and data-related investigations.

Exposure to NextGen EPM or similar healthcare management platforms is preferred.

Knowledge of healthcare terminology and insurance workflows is a plus.

Strong documentation skills with the ability to record issues accurately and clearly.

Benefits:

Opportunity to work in a technology-driven healthcare support environment.

Remote or on-site work options depending on business requirements.

Exposure to healthcare software systems and enterprise support processes.

Opportunity to develop technical troubleshooting and application support skills.

Experience collaborating with cross-functional teams and supporting critical business operations.

Potential for professional growth within a fast-paced technology and services environment.

Rotational shift opportunities depending on operational needs.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1