iScribeHealth is an AI-powered virtual scribe solution that helps healthcare providers efficiently document patient care and sync data with Electronic Health Records (EHR) systems. Founded in 2015, we are dedicated to reducing provider burnout and improving healthcare efficiency through cutting-edge AI and automation. Our mobile platform streamlines workflows, enabling doctors to focus on patient care while ensuring seamless EHR integration. At iScribeHealth, we empower our employees to make a meaningful impact—both for themselves and the patients we serve.

The Customer Support Analyst will serve as the frontline technical support for all customers utilizing the iScribeHealth app and services. This client-facing role requires a professional who can swiftly and effectively address client concerns while building trust and maintaining strong relationships. The Support Analyst will collaborate closely with the support and development teams to resolve technical issues and improve product functionality. This role requires proficiency in the iScribe product, troubleshooting capabilities, and the ability to identify and address inefficiencies in the system.

Essential Duties and Responsibilities

• Answer customer inquiries related to healthcare technology products and services.
• Provide prompt responses to incoming calls, emails, and messages, ensuring timely and effective communication.
• Troubleshoot common software and hardware issues, including connectivity, login, and navigation concerns.
• Foster strong, professional relationships with clients and act as their advocate.
• Provide guidance on product features and assist with basic configuration.
• Follow scripts and templates for efficient handling of customer inquiries.
• Maintain detailed records of support cases within Intercom system.
• Document customer interactions and escalate unresolved issues to Level 2 support as needed.
• Identify recurring issues and report trends to the Customer Support VP for review.
• Review and/or make customizations to provider AI prompts on the backend to ensure notes align with provider needs and information flows into the correct fields.
• Reprocess jobs through the AI engine as needed to optimize documentation accuracy.
• Assist providers in building and implementing macros within the product.

Qualifications:

• Experience in customer support, preferably in the healthcare technology industry.
• Strong troubleshooting skills with the ability to diagnose and resolve software and hardware issues.
• Excellent communication skills, both written and verbal.
• Familiarity with EMRs, Medical terminology and healthcare industry regulations.
• Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.
• A customer-centric mindset with strong problem-solving abilities.
• Ability to work independently while collaborating effectively with cross-functional teams.

Preferred Skills:

• Experience in healthcare IT support or electronic health records (EHR) systems.
• Understanding of AI-driven documentation processes.
• Proficiency in using customer support software such as Intercom .
• Knowledge of scripting or macro-building within healthcare applications.

Must align with iScribeHealth’s Core Values: Cares Deeply, Resourceful, Accountable, Customer-obsessed and Knowledgeable

Why Join Us?

• Opportunity to impact the future of healthcare technology and AI-driven solutions.
• Competitive salary and benefits including Medical, Dental, Vision, HSA/FSA, HSA Dependent Care, Pet Insurance, and 401k.
• Collaborative, dynamic team environment focused on innovation and growth.

iScribeHealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.