Operations Support Associate (Weekend Coverage)

Imagen Technologies•New York, NY

8d•$25 - $32•Remote

About The Position

We’re looking for an individual who will help power our Support Team, performing mission-critical work and interfacing directly with patients, physicians, and IT personnel. The Operations Support Associate is responsible for providing excellent customer service via telephone, email, and chat communication, performing provider communication, general imaging services troubleshooting, and the front line of both internal and customer inquiries. The team will cover operations 24/7 365 days per year, instilling confidence in patients and stakeholders who know that support is only a call away. Our ideal candidate is capable, resourceful, and able to diffuse any conflict over the phone.

Requirements

Associate’s degree + 1 year in radiology support OR HS/GED + 3 years in healthcare/radiology support.
CRM/ticketing (Salesforce preferred).
Strong communication, multitasking, and troubleshooting skills.
Reliable WiFi network and a quiet workspace with a desk and chair.

Nice To Haves

EMR and radiology application experience preferred; familiarity with medical terminology a plus.
PC/hardware support experience preferred; highly organized with strong attention to detail.

Responsibilities

Serve as the main point of contact for Imagen clients and clinicians.
Triage and resolve calls, emails, and chats; track all issues in CRM.
Monitor PACS and clinical apps for SLA compliance; troubleshoot image exceptions, demographic errors, and basic system issues.
Facilitate provider communications, including critical findings and provider-to-provider calls.
Support clinicians in efficient use of Imagen applications and workflows.
Contribute to knowledge base documentation.
Communicate daily with team members; escalate or suggest workflow improvements.
Demonstrate ownership of client issues and uphold confidentiality.
Collaborate with senior staff to deepen radiology workflow and application knowledge.
Participate in weekly support meetings and ongoing process reviews.