Client Support Specialist I Transcription

Surgical Information Systems • Pine Manor, FL

3d

About The Position

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.

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

Requirements

• 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
• Must be able to work 10:00 am-7:00pm Eastern or 11:00am-8:00pm Eastern

Nice To Haves

• Client service experience and experience working in an Ancillary/Ambulatory Surgery Center (ASC) preferred, but not required

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED