Operations Support Representative, Transcription

Operations Support Representative

This is a great opportunity to join a well-established and market-leading brand serving a high-growth end market while gaining valuable experience working closely with Executive leadership. As an organization, we are in high-growth mode through acquisition, with a laser focus on building a positive culture.

Nimble Solutions is a leading provider of revenue cycle management solutions for ambulatory surgery centers (ASCs), surgical clinics, surgical hospitals, and anesthesia groups. Our tech-enabled solutions allow surgical organizations to streamline their revenue cycle processes, reduce administrative burden, and improve financial outcomes. Join more than 1,100 surgical organizations that trust Nimble Solutions and its advisors to bring deep insights and actionable intelligence to maximize their revenue cycle.

As the Operations Support Representative, you will support the US-based transcription operation and give directions to the offshore transcription teams in response to client requests. You will own and drive response action plans, flag and escalate to senior support representatives and/or leadership any potential issues, and play an active role in solutioning. You should have a successful track record of driving results and handling confidential records, following action plans through to resolution, and demonstrated ability in both written and verbal communication and problem-solving.

On a typical day, you'll be responsible for:

• Promptly answering phone calls with professionalism
• Responding promptly to customer e-mails
• Analyzing customer issues and determining effective solutions to resolve them
• Timely and prompt follow-up with clients to communicate resolution and satisfaction
• Coordinating with other team members to provide a client solution
• Maintaining confidentiality to ensure regulatory compliance and company security policies
• Participating in company training and employee events

Requirements:

Who you are:

• 2+ years of telephone and virtual support service experience
• Advanced keyboarding skills
• Advanced ability to operate keyboard and mouse
• Intermediate computer navigation
• Basic Microsoft Windows and Office experience
• Ability to work independently with minimal to no supervision.
• Must have advanced telephone communication skills and the ability to deal with all levels of callers in a professional manner
• Ability to multitask in a fast-paced environment
• Ability to problem solve
• Strong time management skills

Key competencies:

Drives Results. Consistently achieves results, even under difficult circumstances; fosters a sense of urgency in the team for reaching goals and meeting deadlines; readily takes action on challenges, identifies, and seizes new opportunities; leads others to persist despite setbacks or obstacles; establishes clear responsibilities and processes for monitoring work and measuring results.

Communicates Effectively. Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Provides timely and helpful information to others across the organization; encourages the open expression of diverse ideas and opinions; picks up on situational cues and adapts personal, interpersonal and leadership behavior to fit.

Quality Decision-making. Makes sound decisions, even in the absence of complete information; considers all relevant factors and uses appropriate decision-making criteria and principles; shows courage in speaking up in driving appropriate decisions for the organization based on sound risk/reward analysis.

Customer Focus. Gains insight into customer needs; identifies opportunities that benefit the customer; builds and delivers messaging and solutions that meet customer expectations.