Client Support Specialist I Transcription

For 30 years, Surgical Information Systems (SIS) has empowered surgical providers to Operate Smart™ by delivering innovative software and services that drive clinical, financial, and operational success. For ambulatory surgery centers (ASCs), SIS provides comprehensive software and services, including ASC management, electronic health records (EHRs), patient engagement capabilities, compliance technology, and revenue cycle management and transcription services, all built specifically for ASCs. For hospital perioperative teams, SIS offers an easy-to-use anesthesia information management system (AIMS). 

Serving over 2,900 surgical facilities, SIS is committed to delivering solutions that enable surgical providers to focus on what matters most: delivering exceptional patient care and outcomes.

Recognized as the No. 1 ASC EHR vendor by Black Book for 11 consecutive years and honored with the Best in KLAS Award for ASC Solutions in 2026, 2025, 2023, and 2022, SIS remains the trusted choice for surgical providers seeking to enhance their performance.

Discover how SIS can help you Operate Smart™ at sisfirst.com.

The Client Support Specialist I, Transcription provides administrative and client service support to clients, managers, and internal Transcription Operations teams. This role serves as a client service advocate by responding to client needs, completing transcription-related support tasks, and helping ensure timely, accurate service delivery.

Responsibilities include handling client inquiries, maintaining accurate documentation, supporting provider/user updates, e-signatures, report corrections, failed fax follow-up, CC updates, schedule support, Needs Dictation queue reconciliation, and other support center activities that promote client satisfaction and operational efficiency.

The ideal candidate is organized, detail-oriented, responsive, and able to work both independently and collaboratively in a fast-paced support environment.

ESSENTIAL DUTIES/ RESPONSIBILITIES:

• 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
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

EDUCATION DESIRED:

High School

SPECIFIC KNOWLEDGE & SKILLS REQUIRED:

• 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

We believe employees are our greatest asset and we empower them to make a difference in our business. Diversity and inclusion makes us all better. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, protected veteran status, and all other protected statuses. 

Surgical Information Systems is an Equal Opportunity Employer and complies with applicable employment laws. M/F/D/V/SO are encouraged to apply.

At this time we are unable to sponsor H1B candidates