Electronic Health Records Support Team Lead

If you have health records experience Nuance is looking for a team lead. Check out the position description below.

Job Summary

Job Summary

The Electronic Health Records Support Team Lead will be the first point of contact for customers.

• Answer customer calls, chats, secure messages, and web tickets
• Provide customer Ad hoc training
• Resolve common and some complex Incident
• Strong time management skills
• Meet and contribute to customer satisfaction goals
• Self-motivated and detail-oriented
• Multi-task in a fast-paced environment
• Flexible with work schedule
• Provide Operational Support up to 24/7/365
• Provide Best in Class Customer service: HDI
• Collaborate with Internal and external resources
• Act as escalation resource for all agents
• Develop internal knowledge base articles
• Participate with team knowledge transfer
• May be requested to enter on On-Call rotation within 4 months
• Deliver client communication and downtime notifications to internal team via Teams
• Self-driven learner; Open to continuous learning approach
• Customer-in focus
• Problem solving/creative thinking mindset
• Solution driven thinking
• Participate in quality assurance reviews

Principle Duties and Responsibilities:

• Monitor, manage, and document all actions and solutions into a CRM ticketing system
• Responsible for being available within call center queues as required by the department
• Maintain knowledge of current software versions and known issues
• Resolves or directs issue to the correct staff member for resolution, including escalation to tier 3 or engaging next escalation point
• Responsible for completing all required learning events and training.
• Responsible for operational support on a 24/7/365 basis with ability to work evenings, weekends and/or holidays
• Perform daily, weekly, monthly administrative/statistical metrics
• Provide and lead internal and external training
• Other duties or projects as assigned

Knowledge, Skills and Qualifications

Education: Associates College/University degree or a minimum of 5 years’ relevant work experience. Relevant Certifications considered an asset, HDI, etc.

Minimum Years of Experience: Minimum 2 years’ experience in a technical environment and/or working in the healthcare industry and/or customer support role call center experience

Required Skills:

• Strong critical thinking and problem-solving skills
• Effective and professional communication skills
• Dependable and punctual – Self-regulating and strong time mgmt. skills
• Positive attitude and works well under pressure
• Good interpersonal skills and exceptional customer service skills
• Detail oriented understands and works well with varying standards and processes

Agent Must have a working knowledge of the following

• Dragon input devices
• Knowledge of other Nuance systems and Products related to HealthCare
• Must have a mastery with the following:
• Connectivity, Wi-Fi-Internet, Downloading Applications on PC and Mobile Devices
• Patient Portal Application, Telehealth Applications and EHR related administration
• Smart phones – iOS and Android
• Internet Modem and Ethernet connections

Must be proficient with and have strong problems solving skills with the following:

• MS Office – Outlook, Word, Excel, Teams
• Remote access software
• Platform-specific knowledge
• IVR and Support Workflows

Must have expert knowledge with the following:

• CRM ticketing system
• Windows 7 or higher
• Data Analysis and Reporting
• Online Meeting Tools, Webex, Zoom

Must have remote work environment:

• High Speed Internet
• Quiet and Private workspace
• Back Up phone source
• Ability to use personal device for two factor authentications
• Ability to attend/lead online web meetings as needed

APPLY HERE