Need help before answering an email. sm - at wits end

Sorry so long - but I have to vent and try to get some help with this issue.

I have been working for a company for nearly a year now - started as an MT, moved up to editor, and recently started with a new account we brought on as a QA Lead.

The account is voice recognition to begin with and with all fresh doctors, it really is horrific at this point - so we are definitely struggling until the voice engine does better.  The company has started to hire MTs to act as first round editors - most of these MTs have little or no experience in the field.  It slipped out at a team meeting with the management that they were hired because "they were a less expensive alternative until the voice engine really kicks in with the speech rec". 

The client is not the best.  They have openly admitted that they have been through 6 - yes 6 - transcription companies in the past 12 months and just "can't seem to find one that works well for them."  I now know why!  They are very difficult to deal with.

Daily we beg for patient lists, as the live demographic feed is not available for this account, yet we are responsible for verifying the patient information from the daily patient list.

If the list arrives (after asking upwards of 4-5 times daily) it does so after 60% of the work has been transcribed).  When we have jobs ready to go to the client they are still waiting on demographic verification - but the client is screaming, where is the work??

My supervisor - who is a really nice person - could not make a decision if her life depended on it.  I try to give her everything I have and really take the time to dedicate myself to the work, but she is very unsure of her own management skills and it really shows. 

I do get very frustrated when we are sitting there waiting on information from the client to complete jobs and she asks me - why are these about to go out of turnaround?  Are you not watching things closely? What can you do to help move this along? What can I do to help you move this along?

She calls my house constantly when she is not on IM with me.  I can't get my work done for answering her constant questions - which are often repetitive and absolutely immaterial to what we are doing.

This morning, there were major issues with the platform (gotta love Dictaphone) and my system kept locking up.  So I sent her an IM letting her know I was going to reboot - to which she replied - ok no problem, let me know when you are back up.  I rebooted my computer and before it had the chance to even load my desktop, she is on the phone with me asking me when I will be back online and going again.  I mean literally, this was less than 60 seconds after I told her and she acknowledged the fact I was rebooting my computer.

Frustrated, and in poor form on my part, I snapped at her saying when the system loads I will personally IM you and let you know.  She hung up the phone.

Then I get an email wherein she asks me to "adjust my attitude" and "email me and let me know what you can do on your end to help with your attitude today so that it does not cross over into the workplace."

How would I even begin to respond to this?  They will not give me what I need to do my job yet hold me responsible for things not flowing smoothly. 

Am I missing something?  Am I the one with the problem?  Suggestions?