Client Support Specialist

Client Support Specialist

 

Founded in 1998, Spheris is the nation’s premier, digital medical transcription service provider.  Through cutting-edge technology and a work force of 5000 employees, Spheris serves over 200,000 physicians at more than 500 health systems, medical centers and clinics in the United States and Canada.

 

 

This position is home-based with significant travel to client locations with in the North Cleveland, OH area.

 

Summary: 

Support Account Managers by researching issues related to clients within a specific region.  Proactively contacts/visits clients to gather or deliver information.  Responsible for monitoring and documenting Service Response Times (SRT)

 

Job Responsibilities:  Supports Account Managers by researching, troubleshooting and resolving client issues. Responsible for facilitating issue resolution, concerns, and requests between the client and Spheris including but not limited to

User administration

Focus Audits

Facilitate/coordinate application training as available or necessary

PDA Handheld support

Reporting/Metrics

Billing

Support Requests including technical issues

Implementation Issues logging and ResolutionHandles in depth research of issues using Spheris specific applications and reports findings to all internal and external stakeholders.Update AM and other departments on client’s satisfaction or dissatisfaction with Spheris services.Verifies and reports all account activities (Account Mgmt Plan) including working with implementation team, corporate resources and account reporting.Stay informed with Spheris strategic direction in order to position Spheris as a key business partner.  Collaborates with client, Account Manager, and Management to assist in improving and/or retaining the clients businessPerform other duties as assigned.

Decision-Making:  Prioritizing and monitoring daily tasks within the workflow with the ability to evaluate for process improvementDocument, report and escalate client issues for prompt resolution including identification of repeat problems 

Job Qualifications: 

Education:

Bachelor’s degree or equivalent additional experience preferred.

Experience:

Two years experience in account management support role in a technology driven environment.  Healthcare industry experience preferred.

Knowledge / Skills;

§ Thorough knowledge of Customer Service procedures

§ Good Analytical and research experience required. 

§ Ability to work on multiple priorities in a fast paced environment with the ability to set and act on priorities independently

§ Excellent communication and interpersonal skills

§ Requires familiarity with MS Windows environment, Word, Excel and Access

Licenses / Certifications:

Must hold a valid Drivers License.

 

-Local travel to client facilities is required. Mileage reimbursement rate is .585/mile.

-Travel to corporate in Franklin TN office for training is required.  (Air and hotel pre-paid by Spheris)

Please apply directly at http://www.spheris.com/; for quick consideration please include salary requirements.

Spheris offers a comprehensive benefit package including medical, dental and visions insurance, short-term and long-term disability coverage, life insurance, 401k plan and Paid Time Off.