Operations Support Associate

Summary

Join Imagen Technologies, a rapidly growing healthcare startup, as an Operations Support Associate and play a crucial role in providing exceptional customer service to patients, physicians, and IT personnel. You will be responsible for handling inquiries via phone, email, and chat, resolving image exceptions, and ensuring smooth operations of the company's AI-enabled platform. This position requires a strong understanding of medical and radiology terminology, excellent communication skills, and the ability to troubleshoot technical issues. The role is remote, offering flexibility and the opportunity to contribute to a company making a significant impact in the healthcare industry.

Requirements

• Associate’s degree and 1+ years of experience in a radiology support role, or a High School Diploma/GED and 3+ years of experience in a healthcare or radiology support role
• Excellent verbal and written communication and documentation skills required
• Excellent IT support and computer skills; capable of toggling between multiple programs simultaneously and providing basic support functions to end users required
• Organized with high attention to detail

Responsibilities

• Main point of contact providing day-to-day support for Imagen’s clients and clinicians
• Triage calls, email and chat messages from all customer facilities as well as internal clinicians
• Monitor the PACS system and other clinical applications for operational SLA targets
• Resolution of image exceptions, reconciliations of accession number or MRN demographic issues within the PACS system
• Ensure that all calls, issues, and tasks are tracked in our CRM systems and driven to resolution
• Establishes efficient work processes to achieve and maintain the highest possible professional standards in customer services to all clients
• Facilitate provider communication on critical patient findings for imaging procedures
• Facilitate provider to provider phone calls and collaboration
• Develop radiology application expertise as required to provide support to physicians, clinical staff, and support staff in the efficient use of Imagen applications and workflows
• Perform basic troubleshooting for internal software applications and clinician hardware
• Contribute to the development of knowledge base documentation
• Maintain strong communication with other team members regarding daily operations
• Demonstrate ownership and advocacy of client issues
• Maintain confidentiality of all data adhering to medical compliance policies and procedures
• Work closely with higher tiered team members to gain knowledge of internal applications and processes
• Attend weekly support team meetings for collaboration and updated process reviews
• Work to gain a solid understanding of the Radiology workflows and processes
• Suggest changes to management to improve workflows and customer service

Preferred Qualifications

• Recent healthcare experience with Electronic Medical records (EMR) system experience is preferred
• Understanding of medical and radiology terminology and service lines preferred
• Experience working with radiology applications preferred
• Ticketing System or CRM experience preferred (Salesforce experience preferred)
• Hardware support and PC troubleshooting experience preferred

Benefits

The hourly rate for the position is between $22 - $27, plus overtime and benefits