CUSTOMER SERVICE SUPPORT AND MEDICAL TRANSCRIPTION SPECIALIST

If you have a strong focus on customer support, like digging into medical voice transcription, enjoy helping people solve problems, set customers up for success, and would like to positively impact the lives of millions via better healthcare, we want to talk with you!

Your Opportunity

nVoq is looking for Customer Service Support and Medical Transcription Specialist focused on providing caring, compassionate service, and developmental support to promote a high level of satisfaction, successful product incorporation, and overall customer retention. You will provide Tier 2 customer support, work with technical support engineers to resolve issues, and serve as a trusted nVoq advisor. You will also audit voice transcription files for accuracy and provide insight towards improved performance. Together, we can improve the lives of healthcare providers and, by extension, improve healthcare.

Location: Remote US, Boulder, Co (HQ)
Target Base Salary after year one: $65,000/year (+/- based on capabilities)

About Us

Founded in 2000, nVoq is Headquartered in Boulder, CO and offers the energy and excitement of an entrepreneurial environment coupled with seasoned business leadership and mature business practices. nVoq’s leadership team has over 150 collective years of experience in companies like Microsoft, IBM, Accenture, and Starbucks. Company Founder and CEO, Charles Corfield, has a strong track record of entrepreneurial success and is dedicated to building a great place to work where people from all backgrounds are valued, trusted, enabled, and supported in their roles and their careers.

While we all work hard at nVoq, we also value quality time outside of the office and employee wellness. We support our employees taking the time they need to refresh their bodies, minds, and spirits. Many of your co-workers share interests in racing, biking, skiing, hiking, art, yoga, reading, and other pursuits. In addition, you will find nVoq is a “blame-free environment.” Mistakes get made; it’s a part of the innovation process. We do, we learn, we grow…together.

nVoq offers a highly scalable voice recognition platform with automations support that speeds up workflow for improved productivity, efficiency, and quality of service. nVoq’s software-as-a-service (SaaS) platform minimizes time spent at the keyboard by using speech to capture dictation or to automate workflow. The Company’s solution is both HIPAA and PCI-DSS compliant, and securely converts speech into text within seconds with the highest level of accuracy.

Your Role

This is a career-developing opportunity to join us at an essential moment and have a significant impact. You have a strong focus on great customer service and some experience with medical transcription. While technically proficient, you would escalate challenging technical issues to our technical support engineers. Your main role is parsing the support queue and comparing medical audio files to corresponding automated transcriptions for accuracy and patterns for improvement. You might be aspiring towards leading areas such as customer success, technical product management, or implementation project management.

Your Impact (I.E., “You will…”)

  • Provide excellent customer service
  • Analyze medical audio narratives for transcription accuracy and identify opportunities for improvement
  • Identify system improvements based on support patterns
  • Effectively use data to gain insights, provide guidance, and increase customer satisfaction
  • Provide customer insight to product management, marketing, and sales on innovations that improve the user experience, product capabilities and features required to retain and grow customer base
  • As a member of the Customer Success team, you will also work on other projects, tasks, and teams that may capitalize on your knowledge and expertise

To Apply

Interested candidates with the proper qualifications are requested to submit their resume to jobs@nvoq.com, please reference “Customer Service Support and Medical Transcription Specialist” in the subject line of your email.

nVoq is an Equal Opportunity Employer (EOE).

Your Capabilities (Required) (i.e., “You Have and Can…”)

  • Work remotely and manage time efficiently
  • Analyze medical transcription voice files of speech recognition users for coachable context (individual)
  • Discern medical terminology and determine appropriate/inappropriate transcription
  • Voice concerns with courage and curiosity in a proactive manner
  • Manage customer support tickets through their lifecycle and lead with empathy
  • Collaborate, inclusion, and leveraging expertise across the company (asks “what does this mean”)
  • Identify opportunities for accuracy improvement related to sentence modeling, topic updates (medical vocabulary/lexicon), and vocabulary and substitutions (local/site-specific)
  • Recognize patterns in behavior & situation that can be coached, expectations of users (meant vs. said), poor return – potentially system-related
  • Compile data & summarize findings/patterns, then communicate those effectively with Users, Facility administrators who manage users’ expectations, and nVoq Teams

What Could Set You Apart (Not Required and/or Willing to Learn)

  • Customer service oriented with strong communication skills
  • Leading or training in a medical transcription setting
  • Supporting people using technical tools within large enterprises
  • Experience with FreshDesk or other Project Management software

Our Total Compensation Philosophy

We want our people to feel valued for the contributions they bring and connected to the success of the company. As a result, for most roles we target market mid-point for salary after the first year. For new employees, we adjust for estimated capabilities and projected contributions to determine starting salary as compared to the target. We also include an equity grant allowing employees to invest in the company at a significant discount via Employee Stock Options.

We regularly conduct thorough market research based on a variety of factors to establish a competitive mid-point for each role and adjust accordingly.

This role will carry a base salary, qualify for full benefits, plus Employee Stock Option Grants.

We offer a comprehensive benefits package commensurate with experience that includes: Group medical, dental and vision, generous paid vacation and holidays, stock options, 401(k), remote working, and education/training reimbursement.

DATA ENGINEER (MID-CAREER CAPABILITY)

If you are a purpose driven cloud operation engineer and would like to positively impact the lives of millions via better healthcare, we want to talk with you!

About This Opportunity

nVoq is seeking qualified candidates for a Database Engineer position. This candidate will work closely with a team of developers (primarily located in Boulder, CO), product owners, and QA engineers to develop new and improve existing SaaS products, so our customers are delighted! The position can either be on site or remote.

About Us

Founded in 2000, nVoq offers the energy and excitement of a high growth entrepreneurial environment coupled with seasoned business leadership and mature business practices. nVoq’s leadership team has over 150 collective years of experience in companies like Microsoft, IBM and Starbucks. Company Founder and CEO, Charles Corfield, has a strong track record of entrepreneurial success and is dedicated to building a great place to work.

While we all work hard at nVoq, we also value quality time outside of the office. The Boulder area offers access to unmatched outdoor recreational opportunities – and you’ll find many of your co-workers share interests in racing, biking, skiing and hiking. In addition, you will find nVoq is a “blame-free environment.” Mistakes get made; it’s a part of the innovation process. We learn together and we succeed together. We do, we learn, we grow…together.

nVoq offers a highly scalable voice recognition platform with automations support that speeds up workflow for improved productivity, efficiency and quality of service. nVoq’s software-as-a-service (SaaS) platform minimizes time spent at the keyboard by using speech to capture dictation or to automate workflow. The Company’s solution is both HIPAA and PCI-DSS compliant, and securely converts speech into text in real-time with the highest level of accuracy.

Compensation Philosophy & Target

We want our people to feel valued for the contributions they bring and connected to the success of the company. As a result, for most roles we target market mid-point for salary after the first year. For new employees, we adjust for estimated capabilities and projected contributions as well as include an equity grant allowing employees to invest in the Company at a significant discount via Employee Stock Options.

We regularly conduct thorough market research based on a variety of factors to establish a competitive mid-point for each role and adjust accordingly. This role is base comp + full benefits

Target Base Salary: $100,000/year (+/- based on capabilities)

About This Role

To help healthcare providers focus on delivering the best patient care possible, you will develop and enhance data solutions and the elements that support applications and analytics running on a variety of platforms. These applications allow Health Care professionals to reduce the time spent entering information into their system of record so that patients are getting the best possible care regardless of where it takes place.

To Apply

Interested candidates with the proper qualifications are requested to submit their resume to jobs@nvoq.com, please reference “Database Engineer” in the subject line of your email.

nVoq is an Equal Opportunity Employer (EOE).

About Your Opportunities (ie. “You will…”) 

  • Design and develop logical and physical data models
  • Optimize performance and management of data stores and integration
  • Perform and automate operations tasks
  • Operationalize data and analytics for various needs
  • Manage and enhance resiliency of data systems
  • Work with agile teams to develop software and processes to iterate improvements
  • Maintain fast-growing data to improve service delivery and scalability
  • Learn new technologies to optimize data storage and retrieval for voice/speech/audio applications
  • Collaborate with team members to design, develop, and implement software releases
  • Deliver quality software and solutions on time
  • Improve healthcare for millions

About Your Abilities (Required) (i.e. “You can…”)

  • Design and develop logical and physical data models
  • Monitor and improve performance of databases and cloud data services
  • Write, run, and debug data cleansing, testing, migration, and maintenance software
  • Identify, design, propose, and implement improvements
  • Integrate, wrangle and maintain data with SQL/MySQL and cloud solutions such as Amazon Aurora
  • Manage and enhance resiliency of data systems
  • Catalog data elements, processes and lineage
  • Work on Windows, Linux, or any other platform involved in service delivery
  • Enjoy and seek out learning new technologies quickly
  • Juggle multiple projects effectively
  • Communicate effectively and build interpersonal relationships

About What Might Set You Apart (Not Required)

  • Proven ability working with AWS and SaaS deployments
  • Apply tools and best practices for large unstructured data and high transaction volume
  • Well-developed mental model of distributed data management
  • College degree in related field

About Your Benefits

We offer a comprehensive benefits package commensurate with experience that includes: Group medical, dental and vision, paid vacation and holidays, stock options, 401(k) plan, remote working, and tuition reimbursement.

CLOUD OPERATIONS ENGINEER - AWS

If you are a purpose driven cloud operation engineer and would like to positively impact the lives of millions via better healthcare, we want to talk with you!

About Us

Founded in 2000, nVoq offers the energy and excitement of a high growth entrepreneurial environment coupled with seasoned business leadership and mature business practices. nVoq’s leadership team has over 150 collective years of experience in companies like Microsoft, IBM, Accenture, and Starbucks. Company Founder and CEO, Charles Corfield, has a strong track record of entrepreneurial success and is dedicated to building a great place to work where people are trusted, enabled, and supported in their roles and their careers.

While we all work hard at nVoq, we also value quality time outside of the office. The Boulder area offers access to unmatched outdoor recreational opportunities – and you’ll find many of your co-workers share interests in racing, biking, skiing, and hiking. In addition, you will find nVoq is a “blame-free environment.” Mistakes get made; it’s a part of the innovation process. We learn together and we succeed together. We do, we learn, we grow…together.

nVoq offers a highly scalable voice recognition platform with automations support that speeds up workflow for improved productivity, efficiency, and quality of service. nVoq’s software-as-a-service (SaaS) platform minimizes time spent at the keyboard by using speech to capture dictation or to automate workflow. The Company’s solution is both HIPAA and PCI-DSS compliant, and securely converts speech into text within seconds with the highest level of accuracy.

Compensation Philosophy & Target

We want our people to feel valued for the contributions they bring and connected to the success of the company. As a result, for most roles we target market mid-point for salary after the first year. For new employees, we adjust starting compensation based on estimated capabilities and projected contributions as well as include an equity grant allowing employees to invest in the Company at a significant discount via Employee Stock Options.

We regularly conduct thorough market research based on a variety of factors to establish a competitive mid-point for each role and adjust accordingly.

Target Base Salary: $135,000/year (+/- based on capabilities)

About This Role

To help support our SaaS platform in delivering world class real-time speech recognition, you will be one of the primary owners of our public cloud operations.  With a priority on automating the deployment and scaling of the infrastructure behind our SaaS application, you will help operate and maintain configuration management and cloud orchestration routines to provide a reliable and performant platform for the speech recognition service.

To Apply

Interested candidates with the proper qualifications are requested to submit their resume to jobs@nvoq.com, please reference “Cloud Operations Engineer” in the subject line of your email.

nVoq is an Equal Opportunity Employer (EOE).

About Your Opportunities (ie. “You will…”) 

  • Deliver configuration management and orchestration routines to deploy and scale applications and services in cloud environments; operate and maintain these routines in production
  • Support product development teams in the delivery of continuous integration, continuous deployment, providing templates and patterns to follow to ensure code produced by product development teams can be deployed and scaled on standardized technologies and platforms
  • Perform root cause analysis for production issues where the root cause is in infrastructure, environment, configuration, or deployment routines; understand when to escalate to product development teams; remediate root causes and implement preventative actions
  • Participate in on-call rotation and afterhours maintenance when necessary, respond to major incidents, and participate in calls when called upon in support of initiatives and incident response
  • Actively collaborate with the product, engineering, and QA teams to build automated testing and monitoring of deployments
  • Revamp and continuously optimize application release cycles as production environments and product suite scales
  • Apply automation where possible to reduce manual and repetitive tasks
  • Architect and implement monitoring, reporting and centralized dashboarding solutions with visibility to internal and external customers

About Your Capabilities (i.e. “You have…”)

  • Analyze and evaluate cloud infrastructure principles (load balancing, high availability, server-based and serverless architecture, database configurations) to create optimal use in various contexts
  • Operate within a 24/7 SaaS environment with business-critical operations
  • Evaluate analytics to establish an automated scaling framework for production systems
  • Configure various instances to define appropriate use of existing and new virtual servers using configuration management technologies such as CloudFormation, Chef, and Ansible
  • Generate analytics via performance monitoring tools like NewRelic/AppDynamics
  • Create scripts and automation in Python, Bash, or other programming language
  • Quickly learn new and existing technologies
  • Troubleshoot using monitoring and logging tools such as Graylog, Elasticsearch, and Splunk in complex cloud-based environments

About What Could Set You Apart (Not Required)

  • Familiarity with Azure or Google cloud services
  • Execute advanced troubleshooting in a Linux environment
  • In-depth knowledge of Bamboo, Jenkins, Artifactory or similar CI/CD tools
  • AWS Certifications – Professional Level

About Your Benefits

We offer a comprehensive benefits package commensurate with experience that includes: Group medical, dental and vision, paid vacation and holidays, stock options, 401(k) plan, remote working, and tuition reimbursement.

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