At AMBIENCE HEALTHCARE, I assist with leading day-to-day support operations for a team supporting customers who use AI-powered clinical documentation technology. I maintain 99% CSAT over 12,000+ closed conversations while meeting or exceeding key support metrics.
I provide guidance and escalation support for complex technical, product, workflow, and customer issues, coordinating resolution across teams. I also partner with Product, Engineering, and Customer Success to investigate recurring issues and support product improvements.
At MICROSOFT, I worked with Epic customers to customize and optimize Smartphrases with required SDE’s for DAX use, helping spoken dictation flow into clinical notes. I also troubleshot Epic template, autofill, and workflow issues.
At MOSAIC LIFE CARE, I supported enterprise EMR applications and participated in Epic and Cerner implementations, system rollouts, and clinician training. My earlier experience as a Respiratory Therapist at CoxHealth Systems and Northwest Medical Systems gave me firsthand understanding of clinical workflows and documentation requirements.
