Operations Support Specialist, MDS Ops

At Commure, our mission is to simplify healthcare. We have bold ambitions to reimagine the healthcare experience, setting a new standard for how care is delivered and experienced across the industry. Our growing suite of AI solutions spans ambient AI clinical documentation, provider copilots, autonomous coding, revenue cycle management and more — all designed for providers & administrators to focus on what matters most: providing care.

Healthcare is a $4.5 trillion industry with more than $500 billion spent annually on administrative costs, and Commure is at the heart of transforming it. We power over 500,000 clinicians across hundreds of care sites nationwide – more than $10 billion flows through our systems and we support over 100 million patient interactions. With new product launches on the horizon, expansion into additional care segments, and a bold vision to tackle healthcare's most pressing challenges, our ambition is to move from upstart innovator to the industry standard over the next few years.

Backed by world-class investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital, Elad Gil, and more, Commure has achieved over 300% year-over-year growth for the past two years and this is only the beginning. Healthcare's moment for AI-powered transformation is here, and we're building the technology to power it. Come join us in shaping the future of healthcare.

About The Role
We are seeking an Operations Support Specialist to work closely with the Operations manager and Operations team in order to ensure smooth and efficient running of our day-to-day operations. The individual will play a crucial role in terms of facilitating the management of our ~700 MDSs. The individual will work closely with multiple teams and help to improve organizational adherence to existing processes and establish new processes. We are looking for a sharp analytical mind with excellent people skills, and a positive attitude toward accepting any challenge. The individual will also be responsible for maintaining key data sets and ensuring the integrity of Operational data and reporting weekly updates to key stakeholders.

The role is tailor-made for someone who loves a dynamic work environment and is self-driven.

Responsibilities (but Are Not Limited To)

• Ensuring accurate data collection from MDSs (Quinyx) to determine day-to-day shift coverages and coordinating with the MDSs for timely arrival.
• Keep oversight over Zendesk tickets, Click-up, Slack for timely escalations both internally and externally.
• Transport arrangement coordination for the scribes with the help of the facilities team and validating transport claims.
• Keeping track of day-to-day operational data & analytics and updating them on appropriate trackers.
• Presenting monthly updates to internal stakeholders and planning on mitigating variances.
• Coordinating with various departments to collect and collate data to meet the security compliance standards and help with conducting security compliance audits.
• Coordinating with US stakeholders for day-to-day operational and new implementation updates.
• Creating and updating operational SLAs & SOPs.
• Assist with troubleshooting key connectivity issues.
• Maintaining an end-to-end EHR credentialing request process.
• Ensuring a robust EHR activation, maintenance, and troubleshooting process.
• Drive efficiency optimization, resource utilization, business process development, and tools utilization.

Educational Qualifications

• Graduation (Bachelor's) from a recognized, reputed & accredited university
• Minimum 1-2 years of relevant work experience (Operations or Project Management would be an advantage)

Tech Skills To Have

• Proficient in touch typing with a minimum speed of 40 WPM.
• Required-Moderately expert in Microsoft Office (Word, Excel, PowerPoint) and Gsuite (Docs, Sheets, Forms)
• Optional-Good knowledge of systems, applications, networks, infrastructure, security & compliance.
• Optional-Good knowledge of various resource management portals (Lucidchart, Confluence, Smartsheet)

Soft Skill Requirements

• Multitasking: Success in this role hinges on the ability to multitask effectively. We are looking for someone who excels at juggling multiple responsibilities with ease and precision.
• Communication: Strong verbal and written communication skills to effectively convey information, instructions, and feedback to employees and other stakeholders.
• Interpersonal Skills: Excellent interpersonal skills to build positive relationships with employees, resolve conflicts, and foster a collaborative work environment.
• Problem-Solving: Proficiency in identifying and resolving issues and conflicts that arise within the team, including addressing performance or behavioral concerns.
• Decision-Making: Ability to make sound decisions based on available information and critical thinking, considering the impact on employees and the organization.
• Time Management: Effective time management skills to prioritize tasks, meet deadlines, and ensure efficient utilization of resources.
• Adaptability: Flexibility to adapt to changing priorities, handle unexpected situations, and adjust strategies to meet evolving organizational needs.
• Team Building: Ability to foster a positive team culture, encourage collaboration, and promote teamwork among employees.
• Conflict Resolution: Strong skills in resolving conflicts and mediating disputes between employees in a fair and impartial manner.
• Emotional Intelligence: Awareness of one's own emotions and the ability to understand and manage the emotions of others, promoting empathy and effective communication.
• Analytical Skills: Competence to work with data, conduct data collection and analysis, interpret, and evaluate complex data from various sources and derive meaningful insights and conclusions.
• Organizational Skills: Capability to organize and prioritize workloads, delegate tasks effectively, and ensure smooth operations within the team.

Additional Details

• Work Shift: Hybrid + Night shift
• Workdays: Monday - Friday (3 PM to 8 AM, any 9 hours in between)

• Weekends: 1 day every week (11 AM - 8 PM, subject to change depending on the need of the team)

• Due to the 24/7 nature of the health sector, Augmedix Bangladesh also operates 24 hours a day, 7 days a week. It is expected that Operations Support Specialist will be available for 1 weekend shift every week.

Commure + Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Please be aware that all official communication from us will come exclusively from email addresses ending in
@

,
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or
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. Any emails from other domains are not affiliated with our organization.

Employees will act in accordance with the organization's information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.