Medical Transcription Supervisor

4 months ago

Coimbatore Tamil Nadu, India NuScript Data Solutions Private Limited Full time

**Job Summary**

We are an India and US-based Medical Transcription Company providing services to US clients for the last 23 years. Currently, we have a team of 160 plus members including both office-based and home-based employees, and we also have vendors working across three countries namely India, USA, and Philippines.

We are looking for a "**Medical Transcription Supervisor**" who will lead a team medical transcriptionists, medical editors, quality analysts working out of our office in Coimbatore, Tamil Nadu, in this full-time position.

Check out our website **nuscript.in** to learn more about us.

**Responsibilities and Duties**
- **(1) Production & Workflow Management**:_
- Continually monitor work volumes and colleague assignments to assure TAT is consistently being met on assigned shift for each account, and make adjustments as needed.
- Working closely with the personnel in the quality and IT-support departments to improve workflow, work quality, and goal attainment.
- Assessing initial research provided on any client issue, completing further research and analyzing findings, and implementing action plan to reach desired service levels.
- Escalating issues to GM-Operations appropriately to avoid client or colleague issues.
- Monitoring corrections for team and providing feedback to vendors and DU/QA colleagues.
- Following operational calendar to ensure weekly and monthly deadlines are met to provide followup reporting to GM-Operations on staffing, TAT analysis, corrections trending, productivity, corrective action management, etc.

(_**2) Colleague & Vendor Management**:_
- Effectively manage colleague performance related to daily and monthly target and productivity.
- Providing feedback on performance regularly using internal measures.
- Identifying training and mentoring needs to improve work performance of team, and engage appropriate support teams to assist.
- Using corrective disciplinary action and completing appropriate processes whenever need arises.
- Maintaining colleague management reports to be current at all times.
- Meeting with the entire team to discuss performance standards, significant improvement or deficiencies, and/or client account or company updates.
- Providing annual performance reviews for all colleagues with active involvement.
- Assisting in establishing staffing levels to meet TAT (Turn-Around-Time) on current and new accounts, and also coordinating and analyzing staffing needs and identifying recruiting needs.
- **(3) Customer Relationship Management**:_
- On an ongoing basis, managing customer-centric operations to ensure customer satisfaction by achieving delivery and service quality norms.
- Attending to customers / clients concerns and complaints and undertaking steps for effectively resolving them.
- **(4) Teamwork and Automation**:_
- Working closely with vendors, managers, supervisors, and internal operations colleagues to ensure organizational goals are met.
- Use creativity to ensure work processes are consistently improved with adequate and smart automation of systems and processes.
- Work hand-in-glove with the technology support team as well as the software vendor by giving detailed, organized, and consistent inputs whenever required in written format to ease efficient automation of systems and processes.
- Develop strong working relationships with all support services to ensure effective communication, prioritization, and resolution of issues should they occur.

**Required Work Experience**

10+ years of medical transcription experience out of which at least 5 years in managing a team or shift in an Medical Transcription company with international customer interaction experience.

**Required Qualifications**
- Must be a Graduate with a Bachelor's Degree.
- Post Graduate in management and or business preferred.
- Excellent MS office skills including MS Office (Excel, Word & Powerpoint)
- Six Sigma Process improvement experience (preferred)

**Skill Requirements**
- Proven working experience in handling large scale operations including both in-house and home-based workforce
- Solid people skills with performance-management experience
- Excellent written and oral communication skills in English
- Solid organizational skills including attention to detail and multi-tasking skills
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
- Should possess high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
- Proven ability to build relationships quickly
- Should possess decision making/complex problem-solving skills to proactively gather the right data from appropriate sources, probe/consider all of the facts and other perspectives, conduct root cause analysis, refer to long-term plans and goals, prioritize key factors and act decisively, promptly and confidently
- Should foster a positive team environment and collaboration within t

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