Manager Medical Transcription Operations

About the position For over 30 years, Surgical Information Systems (SIS) has empowered surgical providers to Operate Smart™ by delivering innovative software and services that drive clinical, financial, and operational success. For ambulatory surgery centers (ASCs), SIS provides comprehensive software and services, including ASC management, electronic health records (EHRs), patient engagement capabilities, compliance technology, and revenue cycle management and transcription services, all built specifically for ASCs. For hospital perioperative teams, SIS offers an easy-to-use anesthesia information management system (AIMS). Serving over 2,900 surgical facilities, SIS is committed to delivering solutions that enable surgical providers to focus on what matters most: delivering exceptional patient care and outcomes. Recognized as the No. 1 ASC EHR vendor by Black Book for 10 consecutive years and honored with the Best in KLAS Award for ASC Solutions in 2025, 2023, and 2022, SIS remains the trusted choice for surgical providers seeking to enhance their performance. SIS has been recognized as a Top Workplace USA for 6 years in a row. Surgical Information Systems is seeking a Manager, Transcription Operations, to assist with transcription quality assurance activities related to the quality, reliability, and compliance of HIPAA regulations. The Manager, Transcription Operations provides guidance to transcription teams in order to maintain quality in our deliverables. This position is responsible for supervising the work of account managers, client support specialists, quality control specialists and transcriptionists organizing and monitoring work process. This is a remote based position in the USA.

Responsibilities

• Resolve product or service problems by clarifying the client's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Serve as a trusted and knowledgeable advisor for clients’ administrative, IT, and business leadership
• Manage email queue and reply to clients in a timely manner
• Manage and solve conflicts affecting the account by coordinating, facilitating, and operating across internal/external cross-functional partners and relationships
• Ensure renewal for key accounts by driving in-depth business activities throughout the client lifecycle-- from deployment and adoption to workflow transformation
• Take ownership of clients issues and follow problems through to resolution
• Intercept large amounts of incoming calls
• Manage workflow of the Quality Control Specialists and workflow of MTs to ensure TAT
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Reach out to clients and verify account information
• Work with Director, Client Operations to ensure proper client service is being delivered, and to improve client service experience
• Work with onboarding to ensure that client specifics are obtained during onboarding process by either attending the meeting and presenting or receiving the update from the Onboarding Client & Training Specialist
• Keep records of client interactions, file documents, client service actions, client templates and discussions
• Manage on call shift after hours and weekends
• Train and assist in development of new hires
• Salesforce experience
• Offer suggestions to leadership team in order to improve company processes

Requirements

• High school graduate
• 2 years of experience in healthcare administration
• Strong written, verbal, and interpersonal communication skills with an acute ability to listen attentively and to communicate information clearly and effectively throughout all levels of the organization
• Strong analytical skills with the ability to seek underlying assumptions through probing, questioning, and listening
• Computer skills and proficiency in MS Word, Excel, PowerPoint, Teams, and Outlook
• Registered Health Information Technician (RHIT) or Registered Health Information Administrator (RHIA)
• Ability to work independently and as part of a team
• Strong attention to detail and speed while working within tight deadlines
• Exceptional ability to follow oral and written instructions
• A high degree of flexibility and professionalism

Benefits

• Benefit package including Medical, Vision, Dental, Short Term Disability, Long Term Disability, and Life Insurance
• Vacation/Sick time
• 401(k) retirement plan with company match
• Paid Holidays
• SIS Cares Day to volunteer at a charity of your choice
• Fully Remote

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