Support Resource – NG Mobile

Company Description

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!

Job Description

Position Summary

The client Support Specialist is responsible for assisting healthcare providers with issues related to mobile application, including troubleshooting technical difficulties, guiding doctors through the login or setup process, and ensuring a smooth and positive telehealth experience. This role serves as the first point of contact for doctors requiring support before or during their appointments and works closely with clinical and technical teams to resolve problems efficiently.

Key Responsibilities

Doctors & Client Support & Communication

• Answer inbound calls, messages, and emails from providers and their IT heads regarding mobile application issues.
• Provide real-time assistance via phone, chat, email, or messaging in English.
• Provide clear, empathetic, and doctor-friendly guidance to resolve technical barriers (e.g., login problems, audio issues, dictation set up and app navigation).
• Assisting doctors step-by-step through mobile applications help set up camera, microphone, app updates, browser settings, etc.)
• Provider assistance to provider with similar technical issues.
• Working in user profile changes, password reset issues for the client.

Technical Troubleshooting

• Identify and resolve common technical problems with NextGen mobile application.
• Document troubleshooting steps and escalate unresolved issues to the technical support or IT team.

Operational Support

• Notify clinical teams of delays or disruptions that may impact the patient’s visit.
• Document communications and resolutions accurately in the appropriate systems.
• Monitor and follow up on open cases until resolved.

Compliance & Quality

• Maintain strict compliance with HIPAA and organizational privacy policies.
• Provide service with a high degree of professionalism, empathy, and cultural sensitivity.

Qualifications

• High school diploma or equivalent (GED).
• 1–2 years of experience in customer service, patient support, call center, or healthcare environment.
• Ability to troubleshoot basic technical issues on mobile devices, tablets, and computers.
• Strong communication skills—both verbal and written.
• Ability to remain patient, calm, and solution-oriented during challenging interactions.

Skills & Competencies

• Excellent problem-solving and critical thinking skills.
• Strong customer service orientation with an emphasis on empathy.
• Ability to multitask in a fast-paced environment.
• Attention to detail and accurate documentation skills.

Basic understanding of telehealth processes

Additional Information