BRIAN BOVE
Abridge AI
North Wales,PA
13
years of professional experience
Dedicated and results-oriented professional with 10+ years of healthcare customer service and clinical support experience. Proven expertise supporting ambient AI clinical documentation tools across enterprise EHR environments, resolving escalated technical and operational issues, and bridging technical systems with high-touch clinician advocacy. Skilled in cross-functional collaboration, team leadership, training, and workflow optimization to drive efficiency, compliance, and user satisfaction.
Work History
Customer Support Specialist
1 Year 1 Month- Deliver high-touch, empathetic tier-1 and tier-2 technical support to clinicians across enterprise health systems, resolving 40+ complex inquiries daily across live chat, email, and ticketing queues with an emphasis on first-contact resolution.
- Utilize Zendesk, Epic Hyperspace, Epic Haiku, Jira, and internal administrative dashboards to triage escalations, track support KPIs, and verify clinician account provisioning across Integrated and Inside platforms.
- Guided physicians through specialty-specific Note Preferences, Saved Prompts, and attestation workflows, enhancing EHR charting and alleviating cognitive burden.
- Collaborated with Product, Operations, and Engineering teams to identify software bugs, address EHR integration gaps, and communicate clinician friction points for product feature updates.
- Triage escalations, track support KPIs, and verify clinician account provisioning across Integrated and Inside platforms using Zendesk, Epic Hyperspace, Epic Haiku, and Jira.
Customer Service & Sales Supervisor
3 Years 9 Months- Led and coached a team of 20+ employees, providing regular 1:1s, training, and performance feedback to drive engagement and professional growth.
- Gamified KPIs and call metrics to boost productivity, increasing daily calls from 60+ to 90+, queue time from 66% to 95%, and maintaining a 99%+ 5-star CSAT and 4.9 Google Review rating.
- Managed payroll processing for 20+ team members, ensuring compliance and accuracy to support team operations.
- Onboarded and mentored new hires, reducing ramp-up time by 50% through coaching and tailored training resources for quicker integration.
- Created and implemented forms, resources, and digital engagement initiatives to streamline workflows and strengthen provider relationships.
- Created and implemented forms and digital engagement initiatives to streamline workflows and enhance provider relationships.
Pharmacy Technician
4 Years- Processed and filled prescriptions while supporting pharmacists and fostering strong patient relationships.
- Multitasked as sole technician on shift, ensuring smooth operations through strong organizational and prioritization skills.
- Verified medication orders for accuracy, dosage, and patient safety before dispensing.
- Prepared inpatient prescriptions using pharmacy software and automated dispensing systems.
- Compounded sterile and nonsterile medications following hospital protocols and USP standards.
Pharmacy Technician
1 Year- Oversaw Pyxis MedStation operations, unit dosing, IV preparation, and emergency kit readiness, ensuring accurate and timely medication distribution.
- Prepared sterile and non-sterile medications for inpatient distribution, following pharmacist verification and safety protocols.
- Refilled automated dispensing cabinets and maintained accurate unit-dose medication stock across patient care areas.
- Processed medication orders in pharmacy systems, resolving discrepancies and supporting timely order fulfillment.
Education
Pharmacy Technician - Pharmacy Technician
Associate of Applied Science - Network And System Administration/Administrator
Skills
Platforms & EHR: Epic Hyperspace
Epic Haiku
Abridge Inside
Zendesk
Salesforce (Omni-Channel)
Jira
Amazon Connect
AWS
Pyxis MedStation
Microsoft Office
Slack
Domain Expertise: Ambient AI Documentation
Clinical Workflow Navigation
Tier-1 & Tier-2 Technical Support
Ticket Queue Management
Macro & Runbook Authoring
Escalation Handling
Medical Terminology
HIPAA Compliance
Team Leadership & Payroll
Timeline
Customer Support Specialist
Abridge AI
10.2025 - CurrentRead More
Customer Service & Sales Supervisor
Advanced Rx Compounding Pharmacy
01.2022 - 10.2025Read More
Pharmacy Technician
Chestnut Hill Hospital
01.2015 - 01.2019Read More
Pharmacy Technician
Jeanes Hospital
01.2014 - 01.2015Read More
Kaplan Career Institute
Pharmacy Technician from Pharmacy Technician
Read More
Cittone Institute
Associate of Applied Science from Network And System Administration/Administrator
Read More
Personal Information
Title: Customer Service Support Specialist