EPM Support Specialist

This is a fully remote position, open to applicants in Egypt, +1 more country.

📋 Description

• Serve as the initial point of contact for end users encountering challenges in NextGen EPM.

• Receive, log, and classify support tickets or cases in accordance with established workflows and service level agreements (SLAs).

• Offer basic troubleshooting assistance and guidance for appointment scheduling, task setup, patient registration, insurance entry, demographic updates, statement or print concerns, and minor charge posting or claim-related inquiries.

• Aid users in navigating the system and addressing workflow questions.

• Gather screenshots, patient or encounter information, error messages, and steps to reproduce issues.

• Reproduce basic issues and attempt solutions using standard procedures or knowledge base resources.

• Escalate unresolved or complex issues to Tier 2 support, ensuring complete documentation is provided.

• Provide prompt responses and maintain professional communication with end users.

• Monitor assigned tickets, follow up with users, and verify resolution.

• Support password resets, access issues, and basic security permissions.

• Assist in updating troubleshooting guides, FAQs, and internal documentation.

⛳️ Requirements

• Six months to two years of experience in application support or within healthcare front-office or revenue cycle operations.

• Basic understanding of practice management workflows, including scheduling, registration, and billing.

• Excellent verbal and written communication skills, with the capacity to provide clear instructions.

• Ability to adhere to defined troubleshooting procedures and recognize when escalation is necessary.

• Familiarity with ticketing systems such as Salesforce.

• Capability to operate efficiently in a fast-paced support environment.

• Knowledge of SQL.

• Basic experience or familiarity with NextGen EPM.

• Understanding of healthcare terminology and insurance workflows.

• Proficient in documenting issues clearly and accurately.

🏝️ Benefits

• Remote work options may be available.

• Rotational shifts may also be offered.