Operations Support Supervisor
About The Position
The Operations Supervisor (OS) is responsible for real-time operational leadership across the Operations Center (OC) and Production Control Support (PCS) functions within a 24/7 healthcare environment. This role oversees workflow coordination, inbound support operations, escalation management, and operational continuity supporting radiologists, hospitals, imaging centers, and client facilities nationwide. The OS provides direct leadership, coaching, and operational guidance to Operations Support Representatives (OSRs) and/or Production Control Specialists (PCSs), ensuring efficient workflow execution, service level performance, and a high-quality customer and radiologist experience. This role maintains active awareness of operational conditions, workflow queues, inbound demand, support requests, and system impacts to support timely operational decision-making, workload prioritization, and issue resolution. The OS partners closely with Operations leadership, Technical Support, and cross-functional teams to coordinate operational response efforts, address workflow disruptions, and support patient care operations. This is a remote leadership role; however, the ability to travel to a vRad office location and/or work onsite as operationally needed is required for training, leadership meetings, operational events, business continuity needs, or other organizational initiatives. Due to the critical nature of the Operations Center’s role in supporting emergent patient care, the OS must demonstrate strong operational judgment, professionalism, communication skills, adaptability, attention to detail, and the ability to lead effectively in a fast-paced, high-volume environment.
Requirements
- Minimum of 5 years of operations, healthcare support, customer support, workflow coordination, or related operational experience preferred
- Previous supervisory, leadership, team lead, or real-time operations management experience preferred; experience in healthcare operations, radiology operations, contact center operations, command center operations, or other fast-paced operational environments a plus
- Demonstrated ability to lead teams and make effective operational decisions in a high-volume, fast-paced environment
- Strong communication, coaching, interpersonal, conflict resolution, customer service, and relationship management skills
- Strong organizational, analytical, prioritization, and time management skills with the ability to manage multiple operational workflows, systems, communication channels, and priorities simultaneously
- Ability to identify operational issues, troubleshoot problems, coordinate response efforts, and drive timely resolution while maintaining professionalism and composure during high-pressure situations
- Strong attention to detail, adaptability, and ability to consistently follow operational procedures and respond effectively to changing business needs
- Experience utilizing reporting tools, workforce management systems, telephony systems, workflow applications, operational dashboards, and PC-based communication platforms preferred
- Ability to work independently in a remote environment while maintaining strong team engagement, operational accountability, and collaboration
- Ability to travel and/or work onsite as operationally needed
Responsibilities
- Provide regular, reliable, and timely attendance for scheduled shifts
- Lead and oversee real-time operational workflow activities across the Operations Center (OC) and/or Production Control Support (PCS) functions during assigned shifts
- Provide direct supervision, coaching, performance management, mentorship, and development for Operations Support Representatives (OSRs) and/or Production Control Specialists (PCSs)
- Maintain active awareness of operational conditions including inbound demand, workflow queues, turnaround time impacts, escalations, staffing conditions, operational backlogs, and service level performance
- Monitor operational performance and support achievement of operational KPIs including service levels, connection times, queue performance, staffing adherence, quality standards, and customer/Radiologist experience metrics
- Exercise independent operational judgment regarding workflow prioritization, staffing support, escalation response, workload balancing, and operational continuity
- Support real-time workforce management activities including staffing adjustments, schedule adherence monitoring, intraday resource allocation, and operational coverage planning
- Provide operational leadership and decision-making support during high-volume periods, workflow disruptions, system outages, downtime procedures, emergency workflows, and other client-impacting events
- Partner with Technical Support, Operations leadership, and cross-functional teams to coordinate operational response efforts, issue resolution, workflow recovery, and business continuity activities
- Ensure professional, timely, and accurate communication with radiologists, clients, hospitals, imaging centers, and internal teams while supporting a high-quality customer and radiologist experience
- Identify operational trends, workflow gaps, recurring issues, and performance risks while supporting process improvement initiatives and operational best practices
- Conduct quality monitoring and provide written and verbal feedback regarding workflow execution, operational expectations, communication standards, and customer service performance
- Support onboarding, training, engagement, and development of Operations Center team members while fostering a positive and accountable team environment
- Generate and communicate operational updates, shift summaries, trend reporting, and leadership communications as needed
- Maintain proficiency in operational systems, workflow applications, telephony systems, reporting tools, and communication platforms utilized by the Operations Center
- Provide direct operational support and workflow assistance during periods of elevated demand, operational disruption, staffing shortages, workflow backlogs, or other business-critical situations as needed
- Other duties as assigned
Benefits
- Top Workplace Award winner
- mission-driven culture
- passion for innovation
- energy our team brings to everything we do
- inclusive and supportive workplace culture that promotes success
- Great Place to Work-Certified™
- community of belonging where all teammates have a voice at the table
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
