[Hiring] Manager Medical Transcription Operations @Surgical Information Systems

Role Description

Surgical Information Systems is seeking a Manager, Transcription Operations, to assist with transcription quality assurance activities related to the quality, reliability, and compliance of HIPAA regulations. The Manager, Transcription Operations provides guidance to transcription teams in order to maintain quality in our deliverables. This position is responsible for supervising the work of account managers, client support specialists, quality control specialists, and transcriptionists, organizing and monitoring work processes. This is a remote-based position in the USA.

• Resolve product or service problems by clarifying the client's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Serve as a trusted and knowledgeable advisor for clients’ administrative, IT, and business leadership.
• Manage email queue and reply to clients in a timely manner.
• Manage and solve conflicts affecting the account by coordinating, facilitating, and operating across internal/external cross-functional partners and relationships.
• Ensure renewal for key accounts by driving in-depth business activities throughout the client lifecycle—from deployment and adoption to workflow transformation.
• Take ownership of clients' issues and follow problems through to resolution.
• Intercept large amounts of incoming calls.
• Manage workflow of the Quality Control Specialists and workflow of MTs to ensure TAT.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Reach out to clients and verify account information.
• Work with Director, Client Operations to ensure proper client service is being delivered, and to improve client service experience.
• Work with onboarding to ensure that client specifics are obtained during onboarding process by either attending the meeting and presenting or receiving the update from the Onboarding Client & Training Specialist.
• Keep records of client interactions, file documents, client service actions, client templates, and discussions.
• Manage on-call shift after hours and weekends.
• Train and assist in the development of new hires.
• Salesforce experience.
• Offer suggestions to leadership team in order to improve company processes.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Qualifications

• High school graduate.

Requirements

• 2 years of experience in healthcare administration.
• Strong written, verbal, and interpersonal communication skills with an acute ability to listen attentively and to communicate information clearly and effectively throughout all levels of the organization.
• Strong analytical skills with the ability to seek underlying assumptions through probing, questioning, and listening.
• Computer skills and proficiency in MS Word, Excel, PowerPoint, Teams, and Outlook.
• Registered Health Information Technician (RHIT) or Registered Health Information Administrator (RHIA).
• Ability to work independently and as part of a team.
• Strong attention to detail and speed while working within tight deadlines.
• Exceptional ability to follow oral and written instructions.
• A high degree of flexibility and professionalism.

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 to volunteer at a charity of your choice.
• Fully Remote.