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POC Representative

Apply Job ID 1-42611 Date posted 09/26/2019 Location Calgary, Canada

Company Overview:

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

Join our Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily so they can focus their attention on their patients.

Job Summary:

Summary:The POC (Production Operation Center) provides multipoint, real-time monitoring, action and escalations for accounts in TAT danger, either close to TAT or over specified volume/ratio triggers as provided by your teams. The POC also serves as a stat escalation point and in some cases provides enhanced monitoring and tracking of ultra-critical WTs or those with less than standard STAT TAT aging (1-hour stats, etc.).


  • Continuous workflow monitoring
  • Build Framework for >98% TAT Delivery
  • Allow Operational resources to focus on transcription-specific tasks by:
  • Receiving, running and acting on Status reports
  • Performing Sweeps for stuck work
  • Manual reprioritization of workflow according to POC discovery and SOPs
  • Reaching out to secondaries in crisis mode (as per Discovery Document)
  • Reaching out to QCs in exception movement (outside of normal progressions)
  • Stat escalation
  • Streamline and standardize monitoring and escalation processes across platforms.
  • Explanation for any TAT loss (missing people, not enough people even on escalation/movement)
  • State of the Union (SOTU) - any hot spots in the next 2 hours - places TAT is barely hanging on, any reprioritization of the workflow and logic.
  • Feedback to the TM for unaccounted absences; TM
  • Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing.


Number of Years of Work Experience: 0-2

Required Skills:

• Strong workflow management skills.
• Excellent verbal and written communication skills.
• Proficiency in using Microsoft Applications, including Windows, Word, Excel.
• Ability to manage multiple priorities and work under pressure with time constraints.
• Ability to use independent judgment and to manage and impart confidential information.

Preferred Skills:

• Knowledge on eScription and Emdat (eS one) applications
• Knowledge of medical transcription will be an added advantage.
• Minimum one year of experience managing workflow in a /production/operations setting.

Education:BA/BS Degree in business management, marketing, computer science or online marketing or equivalent experience

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.


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