iScribeHealth is an AI-powered virtual scribe solution that helps healthcare providers efficiently document patient care and sync data with Electronic Health Records (EHR) systems. Founded in 2015, we are dedicated to reducing provider burnout and improving healthcare efficiency through cutting-edge AI and automation. Our mobile platform streamlines workflows, enabling doctors to focus on patient care while ensuring seamless EHR integration. At iScribeHealth, we empower our employees to make a meaningful impact, both for themselves and the patients we serve.

About the Role

The Customer Support Analyst serves as the frontline technical support for all customers using the iScribeHealth app and services. This client-facing role requires a professional who can swiftly and effectively address client concerns while building trust and maintaining strong relationships. The Analyst collaborates closely with the support and development teams to resolve technical issues and improve product functionality and escalates issues to Level 2 support as needed. This role requires proficiency in the iScribe product, troubleshooting capabilities, and the ability to identify and address inefficiencies in the system.

This is a high-volume role. The successful candidate resolves a heavy daily flow of support tickets while staying composed and keeping momentum under sustained pressure. It suits a methodical, detail-oriented professional who is comfortable following defined processes and repetitive workflows, works independently once trained, and stays even-keeled in customer interactions. A clinical background is a significant advantage in understanding provider needs and moving quickly through issues.

To meet our committed hours of support coverage, the working hours for this position are 7:30 AM – 4:30 PM EST or 10:00 AM–7:00 PM EST. The individual must be ready to promptly pickup calls, support tickets, and other requests at starting time, or adjust accordingly to align with coverage across other time zones.

Essential Duties and Responsibilities

•     Answer customer inquiries related to healthcare technology products and services.

•     Provide prompt responses to a high volume of incoming calls, emails, and messages, ensuring timely and effective communication.

•     Troubleshoot common software and hardware issues, including connectivity, login, and navigation concerns.

•     Review and make customizations to provider AI prompts on the backend so that notes align with provider needs and information flows into the correct fields.

•     Reprocess jobs through the AI engine as needed to optimize documentation accuracy.

•     Assist providers in building and implementing macros within the product.

•     Provide guidance on product features and assist with basic configuration.

•     Follow scripts and templates for efficient handling of customer inquiries.

•     Maintain detailed records of support cases within the Intercom system.

•     Document customer interactions and escalate unresolved issues to Level 2 support as needed.

•     Identify recurring issues and report trends to the Customer Support VP for review.

•     Foster strong, professional relationships with clients and act as their advocate.

Qualifications

•     Clinical background strongly preferred. Active or former CMA, RN, LPN, or other clinical experience, with clinics, emergency room, urgent care, ICU, or other high-acuity settings weighted most highly, both for clinical knowledge and for demonstrated composure in high-pressure, high-throughput environments.

•     Proficiency with EMR or EHR systems, medical terminology, and healthcare industry regulations.

•     Experience in customer support or technical support, preferably in the healthcare technology industry.

•     Demonstrated ability to sustain focus, accuracy, and composure under a high daily volume of tickets and continuous pressure.

•     Strong troubleshooting skills with the ability to diagnose and resolve software and hardware issues.

•     Methodical, detail-oriented working style, comfortable following defined processes and repetitive workflows and self-directing once trained.

•     Excellent written and verbal communication skills, with a calm, professional manner in confrontational or escalated interactions.

•     Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.

•     A customer-centric mindset with strong, independent problem-solving abilities, alongside the ability to collaborate effectively with cross-functional teams.

Preferred Skills

•     Experience in healthcare IT support or electronic health records (EHR) systems.

•     Enthusiasm for and curiosity about AI tools, and an understanding of AI-driven documentation processes.

•     Comfort working within web-based SaaS platforms.

•     Proficiency in using customer support software such as Intercom.

•     Knowledge of scripting or macro-building within healthcare applications.

Our Core Values

Candidates must align with iScribeHealth's core values: Cares Deeply, Resourceful, Accountable, Customer-obsessed, and Knowledgeable.

Why Join Us?

•     Opportunity to impact the future of healthcare technology and AI-driven solutions.

•     Competitive salary and benefits including medical, dental, vision, HSA/FSA, 401(k) with employer matching and education reimbursement.

•     Collaborative, dynamic team environment focused on innovation and growth.

iScribeHealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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