Operations Support Associate (Weekend Coverage)

Imagen Technologies•New York, NY

57d•$25 - $32•Remote

About The Position

We’re looking for an experienced individual to help power our Services Support Team, performing mission-critical work and interfacing directly with radiologists, clinicians, facility personnel, and technical teams. The Operations Support Associate provides frontline operational support through telephone, email, and chat; manages time-sensitive support queues; assists radiologists with active reading workflow needs; and troubleshoots imaging, order, and workflow exceptions. This is a fast-paced, high-volume role requiring strong prioritization, sound judgment, and the ability to manage multiple clinical and operational issues within established SLA expectations.

Requirements

Associate’s degree plus 1 year of relevant radiology or healthcare support experience, or high school diploma/GED plus 3 years of relevant healthcare, radiology, or clinical support experience.
Hands-on experience supporting radiology, diagnostic imaging, or teleradiology workflows strongly preferred, including familiarity with common imaging modalities such as X-ray, CT, MRI, and ultrasound.
Experience with PACS/RIS systems and radiology workflow concepts, including orders, accessions, patient demographics, image availability, worklists, and study status.
Strong knowledge of medical terminology and the ability to communicate effectively with radiologists, physicians, technologists, and other clinical personnel.
Demonstrated ability to manage high-volume ticket and call queues, prioritize time-sensitive issues, and work effectively within SLA expectations.
CRM/ticketing experience required; Salesforce preferred.
Strong communication, troubleshooting, multitasking, organization, and attention to detail required.
Must be able to be flexible for a remote two-week training period during daytime hours, Monday–Friday, outside of the regular shift schedule.

Nice To Haves

EHR/EMR experience such as Epic or Cerner preferred
experience with eRAD or comparable radiology platforms highly valued

Responsibilities

Serve as a primary point of contact for customers, technologists, clinicians, and radiologists. Triage and resolve calls, emails, chats, and support cases while maintaining accurate CRM documentation.
Assist radiologists with study inquiries, worklist concerns, case prioritization, workflow flags, and other time-sensitive requests. Monitor clinical systems for SLA concerns and troubleshoot common imaging and order exceptions, including missing images or orders, demographic discrepancies, and accession/MRN mismatches.
Facilitate clinical communications, including Critical Finding notifications, provider-to-provider calls, and follow-up on time-sensitive studies.
Independently prioritize and manage active issues during assigned coverage. Maintain ownership through resolution, handoff, or appropriate escalation.
Provide clear shift handoffs, identify recurring workflow or technical issues, and escalate concerns with sufficient context for efficient resolution. Contribute to documentation, SOPs, and process improvements while maintaining HIPAA and confidentiality requirements.
Continue developing expertise in radiology workflows, PACS/RIS environments, clinical applications, and radiologist reading workflows through training, team reviews, and quality feedback.