Clinician Support Specialist (Contract)

Job description

About Us: Here at Ambience, we never set out to be just another scribe. We’re building the AI intelligence platform that restores humanity to healthcare and drives meaningful ROI for health systems across the country. Our technology helps providers focus on delivering great care by removing the administrative burden that pulls them away from patients and away from their most impactful work. Ambience delivers real-time coding-aware documentation and clinical workflow support across ambulatory, emergency and inpatient settings at the top health systems in North America. Our teams operate relentlessly with extreme ownership to build the best solutions for our health system partners. We value candor, positivity and deep thought — and we expect a lot from each other because we know the problems we’re solving truly matter. Ambience was ranked #1 for Improving the Clinician Experience in the KLAS Research Emerging Solutions Top 20 Report, recognized by Fast Company as one of the Next Big Things in Tech, named one of the best AI companies in healthcare by Inc., and selected as a LinkedIn Top Startup in 2024 and 2025. We’re backed by Oak HC/FT, Andreessen Horowitz (a16z), OpenAI Startup Fund, and Kleiner Perkins — and we’re just getting started. About the Role Ambience Healthcare is looking for a Clinician Support Specialist to serve as a frontline advocate for the clinicians using our AI-powered clinical documentation platform. You'll be part of a high-performing support team delivering world-class care across 35+ health system deployments — diagnosing complex technical issues, resolving them fast, and making sure clinicians can stay focused on what matters: their patients. This is a 12-month contract role working 1:00 PM – 9:00 PM EST, Monday through Friday, with one overnight on-call rotation per week (including potential weekend coverage). What You'll Do - Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels - Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed - Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement - Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom - Respond to PagerDuty alerts and on-call escalations per team protocols - Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics - Participate in team meetings, 1:1s, and cross-functional syncs What We're Looking For - 2+ years of experience in customer support, technical support, or a comparable role — ideally within healthcare or SaaS - Other contracting positions to be disclosed to Ambience during the candidate screening process. - Demonstrated ability to troubleshoot complex, multi-factor technical issues and communicate resolutions clearly - Strong written and verbal communication skills with a clinician-first, empathetic approach - Experience building knowledge resources, streamlining workflows, and driving continuous improvement - Comfort working across cross-functional teams and escalating trends effectively - Availability for the 1:00 PM – 9:00 PM EST shift and one overnight on-call rotation per week, including potential weekend coverage Compensation $36.06 – $50.48/hr (equivalent to $75,000 – $105,000 annualized at 40 hrs/week). Ambience takes an individualized approach to compensation, candidates outside the posted range are encouraged to apply. Please note: this is a contract position and does not include full-time employee benefits such as health insurance, paid time off, or equity. Life at Ambience Working at Ambience means opting into a high-ownership, high-trust environment built for people who want to grow fast, operate decisively and focus on work that matters. This could be the right place for you if you want to - Work on mission-critical AI technology that directly improves clinicians’ day-to-day lives and health system financial health across some of the most complex, high-stakes workflows in the world. - Join a “dream team” culture where we hire exceptional people, expect exceptional outcomes and invest deeply in feedback and continuous growth. We operate as a championship team, and that means being ok with hard, uncomfortable, ambiguous problems that lead to real greatness. - Operate with real ownership and accountability in an environment where there are no bystanders: If something is broken, we fix it! You will have meaningful autonomy and be expected to drive work to completion. To help you do your best work, we pair these expectations with benefits intentionally designed to help you feel supported and safe at Ambience and beyond. Some of our key benefits include - Comprehensive medical, dental, and vision coverage for you and your dependents - 401(k) with a company match of up to 3% of base salary - A remote-friendly culture (with a San Francisco HQ) and full equipment provisioning to ensure you can work effectively from wherever you’re based. - Parental leave to support your family needs - Annual company-wide off-sites, team off-sites and regular team lunches and all-hands gatherings, with travel, lodging and meals covered - Flexible time off with no annual cap, company-wide holidays and an annual holiday shutdown from December 24–January 1 designed to support real rest and long-term sustainability. Ambience Healthcare is an equal opportunity employer and is committed to building a diverse and inclusive workplace. We do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other legally protected status. We encourage applicants from all backgrounds to apply. Ambience is committed to supporting every candidate’s ability to fully participate in our hiring process. If you need any accommodations during your application or interviews, please reach out to our Recruiting team at accommodations@ambiencehealthcare.com recruiting@ambiencehealth.com. We’ll handle your request confidentially and work with you to ensure an accessible and equitable experience for all candidates. Ambience Healthcare has become aware of scams targeting jobseekers with fake jobs and even interviewing people. Our emails will always come from @ambiencehealthcare.com. We would never our ask candidates to download apps or make any form of payment(s). If you are contacted through WhatsApp, Telegram, similar but fake email domains, or asked to make a payment, these contacts are not legitimate. Report the issue immediately to LinkedIn and the FBI https://www.fbi.gov/how-we-can-help-you/scams-and-safety.