At Wisedocs we are dedicated to building an outstanding team and we’re proud to introduce our team members over time through our Wisedocs Brain Power series. Recently we introduced our Medical Documentation Specialist, Michael Wang, and our Director of Customer Success, Michelle Mabee. Today, we will meet Afseen Syeda, our Quality Assurance Lead.  

Let’s get to know Afseen!

Afseen graduated with an Honours Bachelor of Sciences degree majoring in Health Studies focusing on Population Health. She landed a job as a Jr. Medical Documentation Specialist for Wisedocs soon after and joined our team in the beginning stages of development.  With her strong dedication and leadership, Afseen was promoted to Medical Documentation Specialist and furthermore to Quality Assurance Lead. Outside of work, Afseen lives a healthy and active lifestyle by exercising, prioritizing self-care, and exploring nutrition. She also loves to hike, go on fishing trips and visit art galleries.

Tell us about your career so far. How did you get to where you are today?

“During university, I was working part-time as an associate and this was where I acquired customer service skills, the ability to work in a fast-paced environment, and the ability to work under pressure.  

Wisedocs is my first professional job and I’ve liked it since the beginning. There are career paths in different facets of the business-like marketing, customer service and operations that I had the wonderful opportunity to explore and I’m looking forward to see where it takes me.”

How did you end up in the tech and startup world?

“I started working at Wisedocs and I was drawn to health technology field. I could see how important technology is to the healthcare field. It paves the way for quick and efficient patient care. I knew that I was in the right place.”

“I also took an interest in statistics and health administration during my 2nd year of university. I decided to change my major from Human Biology to Health studies. From that time, my interest grew on the healthcare field, and I knew for sure I wanted to work in this industry. Soon after university, I started working at Wisedocs and I was drawn to health technology field. I could see how important technology is to the healthcare field. It paves the way for quick and efficient patient care. I knew that I was in the right place.”  

What makes you excited about Wisedocs? What are the challenges?  

“Wisedocs is growing rapidly and I am excited to be a part of it from the beginning. There are so many wonderful opportunities opening up and working within a smaller organization. I get exposure and practice in many areas that I wouldn’t have had otherwise, it’s kind of like a sandbox. I am also looking forward to the new changes we will go through as a company, it’s always a good way to learn new things about the industry.”    

Here at Wisedocs, we pride ourselves in our organization's ability to stay nimble with cross-functional teams and encouraged collaboration. A MIT Sloan Management Review reported that key advantages of cross-functional teams is the enhanced ability to access resources easily from teams, such as diverse perspectives, broader skillsets, and new ideas, all which foster success in the workplace. A Gallup study also reported that 42% of US employees working at smaller companies felt “engaged” at work, leading to better teamwork and efficiency.  

“The challenges would be tied to the changes. Whenever there’s a new change, it’s never easy to adjust to them right away. It takes a bit of a learning curve but we’re all in it to adapt because we know it’s what businesses need to do to thrive in today’s society. There’s been a lot of changes in Wisedocs but the core value of it, which is helping patients speed up the claims process, will always stay true.  I am very excited to see it all unfold and be a part of an organization from its early stages!”

Give us a day in the life of Quality Assurance Lead: what’s your 9-5?

"Initially, my priorities are directed to customer support with new client tickets. Every morning, the first thing I do is check the Wisedocs support email to answer any pending client questions. Throughout the day, I continue I check the service tickets and making sure all the clients’ needs are being attended to in a timely manner.  

I am also responsible for shortlisting, hiring and orientation of new employees so a lot of my day will be booked with meetings regarding that. I do evaluation and day-to-day support to our documentation specialists by helping them out with their questions and oversee daily QA operations to manage schedules of our employees and reflect any changes that need to be made.  

I prepare and update help guides and training materials to ensure a smooth training process for new employees and regularly document and update the Standard Operating procedures based on our client’s feedback.”

At Wisedocs we are dedicated to ensuring a seamless onboarding and collaborative process with our clients. The feedback we receive from our users is paramount to our success and we continuously aim to improve our systems and procedures to reflect our clients' needs and goals.  

What part of the Wisedocs are you most proud to have worked on, to date? What’s your biggest achievement you celebrate here?

“The Standard Operating Procedure (SOPs)!  I’ve always been a fan of processes and operations and I know the value and benefit these have in an organization, training documents that would expedite training from 6 months to just 2-3 months is critical to the business. I am proud that I got to contribute to our SOPs and I continue to be a play a part to update them regularly based on client feedback.  

I worked to create our training procedure documents, FAQs and help guides to aid our training processes for our growing team. I am happy that it played a huge role to make our training process more seamless.”  

You've recently taken on a role as client services manager as well, tell us about that and what you're looking forward to in that new position?

“I am very grateful for this opportunity to grow and I realized my passion for customer service because of it. I am learning a lot each day and taking on another role really gave me a lot of insights on how operations and customer service are linked.  

We are all customers, wherever we go, so I understand that showing empathy goes a long way. There are challenges, of course, as not everything goes according to plan but being there to support the customers and handle their every concern is something that I enjoy doing.”  

We take customer success seriously at Wisedocs and are always striving to support our client base and put their needs first to improve our platform and processes. By uniting customer success and operations teams, organizations have seen a 20% increase in operational efficiency and a 25% decrease in client churn. At Wisedocs, we believe that customer success is everyone’s responsibility and that every client touchpoint is an opportunity to support our users in their medical record review process.  

You’ve been with Wisedocs from the beginning, how does the company look different from where it started?

"Wisedocs was Bear Health Technologies when I first started. Although the name has changed, the values stayed the same! We’ve grown in terms of numbers and scale.  Wisedocs was in their start-up stage when I joined and seeing it grow and expand gave me exposure to a lot of different departments.  It really feels good to play a part in the growth of this company.  

We’ve outreached even to our borders (US)! I am very excited to be a part of this growing organization and I wish for our continued success!" 

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