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.

We are looking for a Customer Support Manager for our Healthcare Managed Services Group.  This individual will be a hands-on team leader that will work remotely and oversee a team of Customer Service Reps that also work geographically dispersed throughout the U.S.  Ocassional travel may be required.

Primary Responsibilities/Duties:

• Selection, training, developing, and managing a support team to ensure 24/7/365 coverage, utilizing practical experience to provide back-up support to team when needed.
• Supports organizational strategy across service base, providing support for both internal and external customers.
• Aligns and collaborates with more senior management to achieve and maintain operational metrics of support services while supporting organizational best practices and benchmarks.  Monitoring to ensure higher productivity and customer satisfaction.
• Perform regular quality reviews of cases and calls for all agents and/or managers as a performance review mechanism.
• Coordinates various functions to ensure customer requests are handled/escalated appropriately and timely.
• Research and document issues, assesses problem severity based on importance, and takes appropriate actions to respond to customers. (First point of escalation for all customers.)
• Work closely with agents and management to ensure positive customer experience using best practices for cross-functional case hand-offs.
• Leads initiatives to improve employee process and workflow knowledge through training and process documentation
• Creates, promotes, and facilitates positive relations with Services and Support partners, customers, and all Nuance Healthcare departments
• Continually investigates process improvement measures and suggestions to senior management, with collaborative and thoughtful consideration for deployment
• Coordinates necessary training and disseminating of security policies, practices, and planning for timely resumption of access to systems / information in the event of a serious disruption
• Provides regular operational reviews on KPI metrics and overall team performance to management, with analyzation of reporting patterns regarding customer service issues (i.e. opened and closed tickets, outstanding tickets, corrections, etc.)
• In both a proactive and reactive issue resolution process, this position is expected to provide documentation of customer health, utilizing tools available and in alignment with best practice and documentation processes established and/or developed.
• Collaboratively works with sr. management to monitor KLAS and/or NPS scoring and create strategies to achieve, maintain, and increase positive scoring to improve organization.

Qualifications

Education:

• Bachelor’s degree - Relevant Certifications considered an asset

Required Experience:

• 3 or more years’ progressive experience managing customer or technical support call center (ideally with remote teams)
• 5+ years of combined experience in support and/or customer support
• Experience with building highly scalable support organizations, with a strong focus on process and efficiency, while maintaining the highest levels of service
• Solid understanding of Customer Satisfaction metrics drivers
• Significant knowledge of the Healthcare industry, particularly as it relates to support operations (i.e. Patient Portal, customer service)
• Knowledge of call routing and call processing
• Collaborative approach, with strong experience in building effective cross-functional relationships
• Strong leadership / people management skills with solid conflict resolution abilities
• Ability to juggle multiple changing priorities - multi-tasking in a fast-paced environment
• Excellent communication and presentation skills
• Driven learner that is self-regulating with strong time mgmt. skills - Open to continuous learning

Must have strong understanding of the following technology:

• Electronic Medical Record Systems (EMR)
• Telehealth Applications
• Windows Desktop environments – MS Office – 2007 or higher
• Online Collaboration Tools
• Customer/Client Relationship Management ticketing systems (i.e. Avaya, Salesforce)
• Connectivity, networking, ISPs, Wi-Fi
• Smart phones - iPhone

Basic use / knowledge of:

• Systems and business analytics
• Remote access software
• Networking and network topology as implemented within a business environment

Additional Information

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.

Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy.  If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.