Operations Manager

Nuance Communications, Inc Atlanta , GA 30301

Posted 2 weeks ago

We have an exciting opportunity to join the Dragon Ambient eXperience (DAX) team. DAX is a voice-enabled solution which uses ambient sensing technology to securely listen to clinician-patient encounter conversations while offering workflow and knowledge automation within the EHR.

The Operations Manager (OM) will 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. The OM will ensure strict adherence to process compliance and serve as an operational lead while partnering with other departments for onboarding, service delivery and retention.

Principal Duties and Responsibilities

Account Management:

  • Serve as a leader and go-to person within the Book of Business. Ensure an exceptional provider experience by acting as a liaison between the customer and other DAX team members involved in the oversight of new accounts.

  • Responsible to manage a book of existing business for DAX, primarily overseeing delivery of documentation services for assigned accounts.

  • 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.

  • Execute customer satisfaction goals, metrics (i.e., NPS, KLAS).

  • 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 to present business review updates, services delivery trending, performance updates, obtain customer feedback and present plans of action as required to meet contractual metrics.

Workforce Management:

  • Responsible for managing 5-6 Quality Documentation Managers (QDM) that manage Quality Documentation Specialists (QDS).

  • Oversee KPIs (Retention, Productivity, Quality, Utilization, Employee Satisfaction) of direct reports and their staff.

  • Ensure that a culture of dedication and urgency to provider experience is promoted.

  • Expectation to be flexible during onboardings or escalations as to availability as per business hours of client.

Qualifications and Required Skills

Qualifications

  • BS/BA degree in healthcare or business-related field or equivalent experience

  • Minimum of 5 years' of applicable experience. Healthcare operations experience preferred.

  • In-depth understanding of clinic workflows and EMR documentation. Athena, Epic, or Cerner a plus.

Required Skills

  • Experience with masterfully creating and maintaining strong client relationships.

  • Understanding of how to identify at risk accounts and quickly strategize and implement measures to improve client satisfaction.

  • Proven ability to proactively lead change by recommending, developing, and implementing improved operational procedures and policies.

  • Experience in management, operations, and leadership with strong capabilities to present account progress and statuses to upper management.

  • Demonstrated experience of workforce management by overseeing staff and monitoring performance.

  • A keen understanding of when to provide mentoring and coaching to staff.

  • Capacity and true desire to act as a trusted leader within the DAX realm.

#LI-Hybrid

#LI-DM1

#IN-DN1

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.


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Operations Manager

Nuance Communications, Inc