Application Consultant Level III

Job Description

Company Overview

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

Job Summary

Position Summary:

Responsible for functional product onsite, remote and classroom training to customers on all Nuance CDI products. Provides customer implementation guidance with regards to application needs during new customer implementations and upgrades based on best practice experience. In-depth understanding of how we implement the product to achieve optimal results. Flexible with the ability to adapt to all different types of personalities without hesitation. Provides configuration of new product line analyzing the best workflow scenario for every customer including: Multi-site workflow and Integration with various products including but not limited to: ( CDI Clinical Document improvement, Epic Note reader, Dragon Medical one, Dragon Medical advisor ). Works with project managers on released products to ensure the expectation of product functionality can be appropriately set. Superior written and verbal communication skills evident in delivery of training or basic communicating via email and or telephone. Highly energized and works efficiently and consistently to meet timelines without delay. Work as a liaison between support and the customer to properly identify and escalate issues as they arise. Proficient in distance delivery via the web and can adjust to the tools Nuance has to support this endeavor. Provide guidance, expertise, and consulting to customer’s end users in the assessment of application design, application use/efficiency, and training needs. Resolves customer’s application questions or problems in the areas of system including customer product design and functionality; Testing out workflows to ensure they meet the needs of the facility; Referral and interfacing to appropriate Nuance departments for follow-up, testing, and troubleshooting. Maintains billable hours at or above current minimum requirements and completes data entry requirements. Provides written analysis of all customer interactions outlining customer’s issues, concerns, successes and forwards to internal Nuance team as indicated and posts in appropriate Nuance web site. Assertive advocate of using Nuance best practices with utilization of the product.

Principal Duties and Responsibilities

Resolves customer’s application questions or problems in the areas of system configuration/setup, and product functionality. This includes referral and interfacing to appropriate Nuance departments for follow-up, testing, and troubleshooting.

• Provide guidance, expertise, and consulting to customer’s end users in the assessment of application design, application use/efficiency, and training needs.
• Maintains billable hours at or above current minimum requirements and completes data entry requirements.
• Provides written analysis of all customer interactions outlining customer’s issues, concerns, successes and forwards to internal Nuance team consisting of Project Manager/Implementation.
• Consultant, Implementation Services Manager, sales, support and posts in appropriate Nuance web site.
• Maintains up-to-date advanced knowledge for all defined core products as defined for this level and assigned specialized products.
• Ability to create appropriate presentations in PowerPoint and deliver at customer executive level.

Knowledge, Skills and Qualifications:

Education: Bachelor’s degree with related relevant application consulting and training experience with advanced technical knowledge. Preferred: Registered Nurse or Certified Coder.

Minimum years of work experience: Must have at least 4 years working with Physicians, Nurse and Mid-level providers in the documentation improvement area.

Required Skills:

• Able to resolve product/software problems utilizing technical support services when necessary via on-site, telephone, both verbally and through remote communication.
• Superior written, oral, and presentation abilities with excellent communication and interpersonal skills required.
• Advanced knowledge of PC, software, hardware, telephony and operating system skills for training, testing and troubleshooting required.
• Overnight travel 75% or greater.
• Training and Technical Certifications preferred.
• Healthcare background.

Core Technologies: MS OS, MS Office, PC Advanced Literacy, Basic Networking, Database

Preferred skills: Self Starter, Drive for results, Very organized, Critical Thinker

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Nuance Communications, Inc. (“Nuance”) is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.