Operations Support Rep I-2

Radiology Partners

4d•Onsite

About The Position

The Operations Center at vRad provides world-class customer support to our clients by monitoring and facilitating radiology workflow processes that are critical to patient care on a 24/7 basis for hospitals, clinics and radiologists. To effectively meet this need, the Operations Support Representatives provide constant monitoring of incoming orders and images to: (i) ensure that all relevant clinical information has been submitted; (ii) complete data order entry, on both a proactive and reactive basis; and (3) identify and/or troubleshoot non-technical issues. The Operations Center and its staff play a crucial role in assisting doctors and technicians when patient care requires additional information or radiologist-to-hospital conference calls. Properly supporting these activities requires processing a high volume of inbound and outbound phone calls with professional, courteous, and effective communication. Due to the nature of this business and its critical role in facilitating emergent patient care, multi-tasking, following procedure, extreme attention to detail, relationship management, regular and reliable attendance, and a sense of urgency are required. The Operations Center (OC) Specialist is responsible for supporting Operations Support (OS) Team Leads and/or OS and OC Supervisors, working with advanced workflow processes and procedures. The OC Specialist will be asked to assist with complex cases and situations throughout a given shift. This individual is expected to be efficient in and familiar with all procedures and workflow processes within the OC, including those procedures performed by the operations support, program support (PS) and production control support (PCS) teams. This also includes backup support in managing OS workflow in the absence or shortage of an OS team lead and assisting with team member coaching and development.

Requirements

Successful OSR L2 tasks and performance and minimum 90 days as an OSR L2 or equivalent
Two or more years of customer related experience in a contact center environment
Excellent verbal and written communication skills
Strong sense of urgency and ability to prioritize and multi-task
Ability to analyze and troubleshoot technical workflows
Ability to work in a team environment as well as work independently
Telephone etiquette skills are essential
Professional, courteous and respectful demeanor
High level of attention to detail necessary
Strong organizational and prioritization techniques
Demonstrated sound judgment and decision making abilities
Proficiency in a PC environment utilizing software/programs including Windows, Word, Excel, Internet, Instant Messaging/Virtual Chat and office e-mail tools
Ability to type a minimum of 30 wpm is required

Nice To Haves

Previous technical/IT support experience helpful
Medical background a plus
Possible travel for onsite support

Responsibilities

Provide regular, reliable, and timely attendance for scheduled shifts
Assist in escalation support for any client, radiologist or OC questions/issues
Provide operational and technical support for customized client workflow solutions including Program Support clients
Monitor workflows for clients using HL7 messaging
Assist in generating daily/nightly reports
Provide fill in and back up duties to the PS and PCS teams as needed
Provide fill in and back up duties OS team lead in shortage or absence
Provide assistance or coordination with the technical support team as needed
Provide “white-glove” support to high profile clients
Escalate any client/radiologist issues to the appropriate resources to ensure timely resolution
Assist radiologists in locating image sets
Assist in workflow coordination and task planning
Assist in quality and service assurance initiatives
Assist in training and mentoring of OS team members
Process improvement testing and recommendations
Other duties as assigned