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 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.