Client Support Specialist I – Transcription

Job not on LinkedIn

🔥 3 hours ago

🏈 Alabama, Florida, +1 more states – Remote

🏈 Alabama – Remote 🐊 Florida – Remote 🏰 Missouri – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Surgical Information Systems

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1996

☁️ SaaS

🤝 B2B

📋 Compliance

SaaS • B2B • Compliance

Surgical Information Systems is a healthcare-focused software and services company that provides cloud-based perioperative and ambulatory surgery center (ASC) management solutions. Their SIS Complete platform includes EHR/clinical documentation, anesthesia and surgery documentation, analytics, revenue cycle management (RCM) services, and compliance tools tailored for ASCs and hospitals. SIS delivers SaaS products plus tech-enabled billing, coding, transcription, and compliance services to improve clinical, financial, and operational performance for surgical providers.

📋 Description

• Deliver best-in-class service with professionalism, accuracy, and a client-focused approach • Provide support for client inquiries across multiple channels, including phone, email, chat, and account manager email queues • Respond efficiently and thoroughly to client requests within 24 hours • Remain calm, professional, and solution-oriented in stressful situations • Document client interactions, requests, account activity, issue resolution steps, and follow-up actions accurately • Monitor client concerns, troubleshoot routine transcription support issues, and escalate unresolved or complex matters to the appropriate internal team • Add doctors, users, and related account information to internal applications, ensuring required details are complete and accurate • Add and maintain e-signatures according to established client and provider requirements • Make corrections and facilitate operative requests and other processing, including report updates, report movement, and related transcription support tasks • Re-queue and verify failed faxes, confirm successful transmission when applicable, and follow up on issues that prevent delivery • Verify and update CCs to support accurate report distribution and client communication requirements • Monitor and respond to account manager email accounts, ensuring client requests are acknowledged, routed, and completed appropriately • Answer inbound client phone calls and provide support for transcription-related questions, requests, and routine troubleshooting • Reconcile the Needs Dictation queue for canceled cases, missing dictation, and other items requiring review or follow-up • Disseminate schedules and assist with schedule-related updates that impact transcription workflows • Search for, listen to, and verify dictation when needed to support client requests, report corrections, or issue resolution • Confirm patient, provider, account, location, and job information before completing updates or processing report-related requests • Support account-specific workflows, client preferences, templates, reference materials, and documentation standards to help ensure consistent service delivery • Partner with internal teams, including Transcription Operations, Quality, IT/Support, Onboarding, and Client Success, to resolve client needs and support timely turnaround • Identify recurring issues, workflow gaps, or client concerns and communicate recommendations for process improvement to management • Support additional projects or tasks as assigned by management

🎯 Requirements

• Strong verbal and written communication skills across email, phone, chat, and other client support channels • Strong organizational, multitasking, and time-management skills with the ability to manage competing priorities and meet deadlines • Strong attention to detail, accuracy, and follow-through when documenting client interactions, account activity, and issue resolution steps • Problem-solving skills with the ability to research issues, ask clarifying questions, troubleshoot routine concerns, and escalate complex matters appropriately • Ability to learn and work in internal systems, transcription support tools, Microsoft Office, and collaboration platforms including Excel, Outlook, and Teams • Working knowledge of transcription support workflows, including provider/user setup, e-signatures, failed fax review, CC updates, report corrections, schedule support, and Needs Dictation queue reconciliation • Ability to verify patient, provider, account, location, and job information accurately before making updates or processing requests • Ability to work independently and collaboratively in a fast-paced support center environment while maintaining professionalism and a positive client experience • Strong commitment to confidentiality, accuracy, and compliance when working with client information and protected health information • Client service experience and experience working in an Ancillary/Ambulatory Surgery Center (ASC) preferred, but not required • Must be able to work 10:00 am-7:00pm Eastern or 11:00am-8:00pm Eastern.

🏖️ Benefits

• Benefit package including Medical, Vision, Dental, Short Term Disability, Long Term Disability, and Life Insurance • Vacation/Sick time • 401(k) retirement plan with company match • Paid Holidays • SIS Cares Day