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.

OBJECTIVE:

Manage DAX clients to meet contractual metrics and exceed provider expectations and satisfaction.  Deliver quality, white glove provider experiences in documentation services while maximizing effectiveness and efficiencies of our delivery service via strict adherence to process compliance, leadership and oversight as operational lead and in partnership with other departments for onboarding and legacy documentation service delivery and retention.

RESPONSIBILITIES:

• Responsible to manage a book of business for DAX, primarily overseeing delivery of documentation services for assigned accounts.
• Provide operational leadership for onboarding new/existing accounts and providers by partnering with Project Managers and providing leadership for Clinical Associates, Special Teams Quality Documentation Specialists (SWAT) and other operational support staff to provide exceptional provider experiences for onboarding and legacy accounts in Book of Business.
• Strict adherence to process compliance to optimize delivery processes, review key performance indicators and perform necessary adjustments to improve service delivery, client satisfaction and financial results.
• Collaborate with other OMs and DAX departments to understand customer business requirements, expectations and feedback to improve/sustain existing service delivery.
• Participate on and/or lead customer calls in order to present business review updates, services delivery trending, performance updates, obtain customer feedback and present plans of action as required in order to meet contractual metrics.
• Provide timely responses to customers.
• Execute customer satisfaction goals, metrics (i.e. NPS, KLAS)
• Create a culture of dedication to provider experience.
• Expectation to be flexible during onboardings or escalations as to availability as per business hours of client.
• Key focus area to delivering top notch quality as well as partnership with the QA Manager.
• Collect and analyze data regarding metrics such as TAT, Quality, Utilization and SLA adherence.

QUALIFICATIONS/WORK EXPERIENCE:

• Undergraduate, Bachelor’s Degree / Documentation Experience
• Minimum 2-5 years of experience in managing high volume operations teams, preferably within the healthcare industry.

REQUIRED SKILLS

• Exceptional communication skills.
• Ability to analyze data and apply to effect outcomes.
• Team focus, self-starter.
• Problem solving capability.
• Experience with Microsoft Office 365.

PREFERRED SKILLS

• Customer-facing communication experience.
• Familiarity with Electronic Health Records – Epic, Cerner, or Athena highly preferred.

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.