Two Chicks With A Side Hustle

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