Augmedix (Nasdaq: AUGX) delivers industry-leading, ambient medical documentation and data solutions to healthcare systems, physician practices, hospitals, and telemedicine practitioners.

Augmedix is on a mission to help clinicians and patients form a human connection at the point of care without the intrusion of technology. Augmedix’s solutions extract data from natural physician-patient conversations and convert it to medical notes in real time, which are seamlessly transferred to the EHR. To achieve this, the company’s Ambient Automation Platform uses Automated Speech Recognition and Natural Language Processing, supported by medical documentation specialists.

Leveraging this platform, Augmedix’s solutions relieve clinicians of administrative burden, in turn, reducing burnout and increasing both clinician and patient satisfaction. Augmedix is also leading the revolution in leveraging point-of-care data by making connections between millions of physician-patient interactions and analyzing them to deliver actionable insights that elevate patient care.

Production Manager at AXBD is responsible for managing the team in a way that encourages ownership, collaboration, and productivity, and overseeing the production processes while ensuring exceptional customer service. The role requires strong leadership skills, effective communication, and the ability to coordinate with the teams not only within the MDS operations but also with cross-functional department leaders. As a Production Manager, you are expected to show empathy and compassion towards your team members by following the “Servant Leadership” principle. They will be expected to play a leading role in ensuring that top-notch training is delivered to the production Medical Documentation Specialists (MDS) in order to provide uninterrupted service to our clinicians. In addition, they are involved in overseeing day-to-day MDS operations, collaborating with the US Operations team on resolving urgent customer escalations, planning, and prioritizing the execution of high-level tasks/deliverables. Additionally, you will have a proven ability to maintain an ideal workplace environment in line with US standards and help ensure a place of trust, diversity, and inclusion within the Operations team.

Responsibilities:

Customer Service Excellence: Maintain a customer-centric approach by understanding customer requests, resolving issues with urgency, and ensuring prompt response to customer inquiries, complaints, and feedback, striving for complete customer satisfaction.
Production Planning: Collaborate with cross-functional teams including the customer success team, implementation consultant team, and quality and performance team to develop production plans aligned with growth demands and business objectives. Assess requirements and urgency of the tasks, and allocate resources effectively to meet production KPIs.
Resource Management: Manage a team of enthusiastic training specialists, oversee the utilization of the resources according to the demand, and requirement, and ensure maximum efficiency and output.
Process Improvement: Continuously assess production processes, identify areas for improvement, and implement changes to enhance productivity, quality, and customer service. Implement best practices, standard operating procedures (SOPs), and quality control measures to streamline production operations.
Team Leadership: Provide guidance, coaching, and motivation to the production team to maximize their performance and ensure adherence to quality and standard best practices. Foster a collaborative and positive work environment that encourages teamwork, innovation, and professional growth.
Performance tracking and reporting: Develop and maintain production metrics and KPIs to monitor progress, identify bottlenecks, and take corrective actions as needed. Prepare reports on production efficiency, service and quality, and other relevant metrics for management review at the recommended frequency (weekly, monthly, or quarterly).
Quality assurance: Work closely with the US quality and performance team to ensure strict quality control. Utilize internal resources to scrutinize steady-state accounts routinely, adhere to clinician preference guidelines (CPG), no deviation in workflow, and address quality issues promptly to maintain high customer satisfaction.

Requirements:

Graduation (Bachelor’s) from a recognized, reputed & accredited university.
Proven experience (4-5 years) in production management or a similar role, with a focus on customer service.
Strong leadership abilities with excellent interpersonal and communication skills.
Minimum 5 years of experience in Operational management, especially in the BPO sector will be preferred.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Familiarity with quality management systems and continuous improvement methodologies.
Proficiency in using production management software and tools.
Strong customer service orientation with the ability to build and maintain positive relationships.
Flexibility to adapt to changing customer demands and production requirements.
Six Sigma or PMP certifications are preferred.

Work Shift:

Night Shift (on-site)
Monday - Friday

Augmedix is an equal opportunity employer. We are committed to providing equal employment opportunities regardless of sex, gender identity, race, religious creed, color, ancestry, age, disability, marital status, sexual orientation including being transgender and/or any other protected bases.

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