Electronic Health Records Support Team Lead

Electronic Health Records Support Team Lead

  • Location US-Remote
  • Job ID 1-56475
  • Category Other – Other
  • Pos. Type Full Time

Company Overview

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.

Check out our team Life at Nuance!

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

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


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

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.


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