Support Resource – NG Mobile

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 patients 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).
• 12 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 skillsboth 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

Remote Work :

Yes

Employment Type :

Full-time