Customer Support Specialist-RCM

About Augmedix:

Augmedix (Nasdaq: AUGX) delivers industry-leading, ambient medical documentation and data solutions to healthcare systems, physician practices, hospitals, and telemedicine practitioners.

Augmedix is on a mission to help clinicians and patients form a human connection by seamlessly integrating our technology at the point of care. Augmedix’s proprietary platform digitizes natural clinician-patient conversations, which are converted into comprehensive medical notes and structured data in real time. The company’s platform uses automatic speech recognition, and natural language processing, including large language models, to generate accurate and timely medical notes that are transferred into the EHR. 

Augmedix’s products relieve clinicians of administrative burden, in turn, reducing burnout, increasing clinician efficiency and improving patient access. Through Augmedix’s proprietary platform and bi-directional communication channel, Augmedix is ideally suited to serve as the vehicle for change at the point of care.

Augmedix is headquartered in San Francisco, CA, with offices around the world. To learn more, visit www.augmedix.com.

About the Role:

Our Customer Support team works 1:1 with doctors across the United States. They personally troubleshoot and escalate technical issues from our Bangladesh office. We expect our Customer Support Specialist to be hungry for a new opportunity to learn and grow in a position that is equal parts of customer success and technical support. If you are passionate about serving customers, have a strong sense of collaboration, and learn technical troubleshooting steps quickly, this may be the perfect role for you!

• Customer Support:
• Respond to customer requests with clear, professional, and empathetic communication using excellent verbal and written English skills.
• Ensure timely resolution of requests in line with our Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
• Adhere to escalation protocols and collaborate with other departments for proper follow-ups.

• Cross-Functional Collaboration:
• Collaborate with internal teams, such as Account Management, Engineering, Operations, to resolve customer issues.
• Escalate concerns appropriately and ensure updates are shared with the relevant stakeholders.

• Basic Task Management:
• Assist with daily tasks, such as tracking customer requests, updating systems, and documenting resolutions.
• Follow clear instructions to complete assigned workflows accurately and on time.

• Reporting and Follow-Up:
• Share updates on completed tasks and escalate any challenges to the relevant teams.
• Support the team in keeping records organized and maintaining basic reports on progress.

• Education:
• Master’s or Bachelor’s degree in any discipline from a reputed university is preferred.
• Experience:
• 0-2 years of experience in customer support or technical support preferred.
• Skills:
• Excellent verbal and written English communication and documentation skills.
• Proven ability to learn technical concepts and workflows quickly, either through education or previous roles.
• Empathy for customers and a strong sense of accountability to drive issues to resolution.
• Strong multi-tasking skills with the ability to prioritize tasks effectively in a fast-paced environment.
• Comfortable working hybrid/night shifts to accommodate US time zones.
• Comfortable learning and using tools like Zendesk, Excel, and internal systems.

• Work Shift: Night
• Weekdays: Monday to Friday

Augmedix is an equal opportunity employer. We are committed to providing equal employment opportunities regardless of sex, gender identity, race, religious creed, color, ancestry, age, disability, marital status, sexual orientation including being transgender and/or any other protected bases.