Operations Support Specialist, Augmedix

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Commure + Athelas, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care. 

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power 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. 

What You'll Do

• 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 external

• 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 

What You Have

• Graduation (Bachelor’s) from a recognized, reputed & accredited university

• Minimum 1-2 years of relevant work experience (Operations and Project Management would be an advantage)

• Any other Professional certifications (globally recognized) will be considered

• 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)

• 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.

Work Hours:

• Monday - Friday

• Work Shift: Hybrid/Night Shift

• Weekends: 1 day every week (8 AM - 5 PM). [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.]

Why you’ll love working at Commure + Athelas:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector. 

• Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil. 

• Incredible Growth: Prior to our merger in late 2023, Commure + Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly. 

• Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off. Note that benefits are subject to change and may vary based on jurisdiction of employment.

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.

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.