Clinician Support Specialist
New
A
Ambience HealthcareHealthcare AI
Remote - US, Potential evening, overnight, and weekend coverageContractEntry
Salary24.04 - 38.46 USD per hour
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Job Details
- Experience
- 1+ years
- Required Skills
- DocumentationTroubleshootingTechnical supportCustomer supportSaaSNotionEHR
Requirements
- 1+ years of experience in customer support, technical support, or a comparable role.
- Demonstrated experience in healthcare or SaaS environments.
- Strong ability to troubleshoot complex, multi-factor technical issues.
- Clear written and verbal communication skills with an empathetic approach.
- Experience building knowledge resources, streamlining workflows, and driving continuous improvement.
- Ability to work across cross-functional teams and escalate trends effectively.
- Availability to cover shift hours as determined by business need, including potential evenings, overnights, and weekends.
Responsibilities
- Serve as the primary point of contact for clinicians experiencing issues with AI documentation tools via Intercom and email.
- Diagnose and resolve complex technical issues related to the platform, EHR integrations, and user configurations.
- Escalate issues with clear documentation to Engineering, CSM/CES, and Product teams.
- Surface recurring issue patterns to relevant teams for continuous improvement.
- Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom.
- Respond to PagerDuty alerts and on-call escalations per team protocols.
- Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics.
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