Operations Support Rep I-2

Radiology Partners

3d•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 (III) 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.

Requirements

Excellent verbal and written communication skills required
Strong sense of urgency and ability to multi-task
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 abilities
Demonstrates sound judgment and decision making abilities
Proficiency in a PC environment utilizing software/programs including Windows, Internet, Instant Messaging/Virtual Chat and general e-mail tools

Nice To Haves

Two or more years of customer-related experience in a contact center environment preferred
Medical background a plus

Responsibilities

Provide regular, reliable, and timely attendance for scheduled shifts
Monitor incoming orders and images to ensure that all necessary clinical information has been submitted (including image count verification)
Perform outbound calls requesting missing images, orders, worksheets or other information requested by doctors
Perform data entry of faxed orders
Verify hospitals requesting service are covered at the time of request
Answer inbound calls
Coordinate conference calls for doctors/RNs/rad techs
Identify and trouble-shoot issues (i.e. mismatched studies, etc.)
Provide documentation of all study activity
Other duties as assigned