NextGen EPM Tier 1支持专员
NextGen EPM Tier 1 Support Specialist
在Sutherland，我们是一群充满活力和动力的个体。如果你希望打造一份充实的职业生涯，并且自信你具备帮助我们成功所需的技能和经验，我们期待与你合作！
NextGen EPM Tier 1支持专员为终端用户提供一级功能支持，协助解决基本问题，确保NextGen Practice Management系统中的日常操作顺畅进行。该职位重点包括初步诊断、用户协助、基本故障排除，并在需要时将更复杂的问题升级处理。
主要职责
1：作为终端用户在NextGen EPM中遇到问题时的第一联系人。
2：根据既定的工作流程和SLA接收、记录并分类支持工单或案例。
3：为与预约安排、任务设置、患者注册、保险录入、人口统计信息更新、账单或打印问题以及轻微费用录入或与索赔相关的问题相关的常见问题提供基本故障排除和指导。
4：协助用户进行系统导航和流程查询。
5：收集所需信息，如截图、患者或就诊详情、错误信息以及重现问题的步骤。
6：重现简单问题，并使用标准程序或知识库参考尝试解决。
7：将未解决或复杂的问题升级到Tier 2支持，并附上完整的文档。
8：及时回应并保持与终端用户的清晰、专业的沟通。
9：跟踪分配工单的进度，跟进用户并确认问题解决。
10：协助用户进行密码重置、访问问题和基本安全权限管理。
11：协助维护简单的故障排除指南、FAQ和内部文档。
所需技能和资格
1：应用支持或医疗前台或收入周期运营方面六个月至两年的经验。
2：对实践管理流程（如排班、注册和计费）有基本了解。
3：良好的口头和书面沟通能力，能够给出明确的指示。
4：能够遵循定义的故障排除步骤，并识别何时需要升级。
5：熟悉票务系统，如Salesforce。
6：能够在快节奏的支持环境中高效工作。
7：掌握SQL知识。
优先考虑的资格
1：具有NextGen EPM的基本经验和接触。
2：了解医疗术语和保险流程。
3：能够进行文档编写
查看英文原文
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!
The NextGen EPM Tier 1 Support Specialist provides first-level functional support to end users, assisting with basic issues and ensuring smooth daily operations within the NextGen Practice Management system. The role focuses on initial triage, user assistance, basic troubleshooting, and escalating more complex issues when required.
Key Responsibilities
1: Act as the first point of contact for end users experiencing issues in NextGen EPM.
2: Receive, log, and categorize support tickets or cases according to established workflows and SLAs.
3: 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.
4: Assist users with system navigation and workflow queries.
5: Collect required information such as screenshots, patient or encounter details, error messages, and steps to reproduce the issue.
6: Reproduce simple issues and attempt resolution using standard procedures or knowledge base references.
7: Escalate unresolved or complex issues to Tier 2 support with complete documentation.
8: Provide timely responses and maintain clear, professional communication with end users.
9: Track progress of assigned tickets, follow up with users, and confirm resolution.
10: Support users with password resets, access issues, and basic security permissions.
11: Assist in maintaining simple troubleshooting guides, FAQs, and internal documentation.
Required Skills and Qualifications
1: Six months to two years of experience in application support or healthcare front-office or revenue cycle operations.
2: Basic understanding of practice management workflows such as scheduling, registration, and billing.
3: Strong verbal and written communication skills with the ability to give clear instructions.
4: Ability to follow defined troubleshooting steps and identify when escalation is required.
5: Familiarity with ticketing systems like Salesforce.
6: Ability to work efficiently in a fast-paced support environment.
7: SQL knowledge.
Preferred Qualifications
1: Basic experience or exposure to NextGen EPM.
2: Knowledge of healthcare terminology and insurance workflows.
3: Ability to document issues clearly and accurately.
Work Environment
1: Remote or on-site depending on organizational requirements.
2: May include rotational shifts.