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