Clinical Application Support Specialist

Company: JARDOGS.AI, INC.

Location: Hybrid (Hillsboro, IL Area – Approximately 50% In-Office)

Reports To: COO / Director of Implementations

Job Type: Full-time

JARDOGS.AI, INC., is an innovative healthcare technology start-up dedicated to streamlining clinical workflows and improving provider efficiency. We leverage cutting-edge artificial intelligence to transform how medical documentation and coding are handled, allowing healthcare professionals to focus more on patient care.

About My Medical Scribe:

My Medical Scribe is our flagship mobile application designed to revolutionize the clinical documentation process. The app allows providers to transcribe patient visits and automatically generates a clinical note by integrating previous EMR data with the current dictation. A key feature of My Medical Scribe is its ability to deduce and suggest appropriate medical codes based on the generated note, deeply integrating with any Electronic Medical Record (EMR) system.

Position Overview:

JARDOGS.AI, INC., is seeking a dedicated and skilled Clinical Application Support Specialist to provide exceptional support for our My Medical Scribe application. This is a unique opportunity to be a foundational member of our client support team, working closely with providers and clinic staff during a critical phased rollout.

The ideal candidate will be passionate about customer success, possess strong analytical skills, and have a foundational understanding of medical coding and clinical workflows. You will be the primary point support contact for users with concerns with medical billing, focusing on explaining the logic behind our AI-driven medical coding suggestions and ensuring a smooth user experience.

Key Responsibilities:

• Serve as the primary support contact for JARDOGS.AI, INC., clients (physicians, advanced practitioners, medical coders, and billing staff) for the My Medical Scribe application.
  
• Investigate, troubleshoot, and clearly explain the logic behind AI-generated medical code suggestions and clinical note content.
  
• Respond to user inquiries via designated support channels (e.g., Zoho Desk, email, phone) in a timely, professional, and empathetic manner.
  
• Document all support interactions, user feedback, and issue resolution steps meticulously in our help desk system.
  
• Collaborate closely with the Product Management, Implementations, and Engineering teams to escalate complex issues, report bugs, and provide insights for product enhancement and AI model refinement.
  
• Assist Product Management and Engineering teams in the quality assurance process of modifications made to the coding assistant portion of the My Medical Scribe product
  
• Develop and maintain user-facing support materials, including FAQs, knowledge base articles, and troubleshooting guides tailored to Springfield Clinic's workflow.
  
• Assist in providing training and onboarding support to new users at Springfield Clinic as the rollout progresses.
  
• Proactively identify trends in user questions or issues to help improve user training and product usability.
  
• Maintain a high level of customer satisfaction and build strong relationships with key users
  
• Adhere to service level agreements (SLAs) for response and resolution times.
  
• Participate in regular team meetings and contribute to the continuous improvement of support processes and product knowledge.
  

Required Qualifications:

• 1-3 years of experience in customer support, application support, product support, or similar role, preferably within the healthcare IT or clinical software industry.
  
• 1-3 years of experience within the realm of medical coding principles (ICD-10, CPT, E/M leveling).
  
• Strong understanding of medical terminology.
  
• Excellent problem-solving and analytical skills, with the ability to troubleshoot technical and logic-based issues.
  
• Exceptional verbal and written communication skills, with a proven ability to explain complex information clearly and concisely to diverse audiences (including busy healthcare providers).
  
• Strong customer service orientation, patience, and empathy.
  
• Detail-oriented with strong organizational and documentation skills.
  
• Quick learner with the ability to master new software and complex systems efficiently.
  
• Proficiency with help desk software (e.g., Zoho Desk, Azure DevOps) and CRM systems.
  
• Ability to work independently with minimal supervision and collaboratively as part of a dynamic team.
  
• Must be able to work in a hybrid model, with approximately 50% of time spent in our Hillsboro, IL area office and 50% remote.
  
• Reliable transportation for in-office work.
  

Preferred Qualifications:

• Associate's or Bachelor's degree in Healthcare Informatics, Health Information Management, IT, or a related field.
  
• Certification in medical coding (e.g., CPC-A, CCS-P, or equivalent foundational knowledge demonstrated through experience).
  
• Direct experience supporting AI-powered software or applications.
  
• Experience working directly with physicians and other healthcare providers.
  
• Familiarity with EMR/EHR systems and clinical workflows.
  
• Experience in a fast-paced start-up environment.
  

Work Environment:

This is a hybrid role requiring approximately 50% of your time to be spent in our office located in the Hillsboro, IL area, with the remainder worked remotely. The role involves standard office conditions and equipment. Flexibility for occasional adjustments to schedule based on client needs during critical rollout phases may be required.

Why Join Jardogs.ai?

• Be part of an exciting, early-stage company poised to make a significant impact in healthcare.
  
• Play a critical role in the success of our flagship product and a key client relationship.
  
• Work with a passionate and innovative team.
  
• Opportunity for growth as the company expands.
  
• Competitive salary and benefits package.
  

Equal Opportunity Employer:

Jardogs.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.