Operations Support Associate (Weekday Daytime)

Imagen Technologies is a high-growth healthcare startup enabling patients to be diagnosed, treated, and managed at their primary care appointment (vs. having to refer out to hospitals, imaging centers, and other slow and expensive options). Today, we’ve built an AI-enabled platform that enables patients to receive immediate diagnostic tests, immediate results, and immediate next steps – all in a single Primary Care appointment. For example: through our platform, women across the U.S. are now receiving comprehensive breast imaging, results, and specialist-driven next steps at their local Primary Care office, condensing a multi-month diagnostic journey into 60 minutes. 

With over $160m in funding from Google Ventures and some of the largest clinical networks in the country, we are rapidly expanding this platform across the U.S. - from 16 states and 500,000 patients in 2023 to 20+ states and 1.5m patients in 2024. By 2026, we will be delivering care across 35 states and to more than 5m patients per year.

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. This team covers 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. 

Responsibilities:

Customer Care:

• Main point of contact providing day-to-day support for Imagen’s clients and clinicians
• Triage calls, email and chat messages from all customer facilities as well as internal clinicians 
• Monitor the PACS system and other clinical applications for operational SLA targets
• Resolution of image exceptions, reconciliations of accession number or MRN demographic issues within the PACS system
• Ensure that all calls, issues, and tasks are tracked in our CRM systems and driven to resolution
• Establishes efficient work processes to achieve and maintain the highest possible professional standards in customer services to all clients
• Facilitate provider communication on critical patient findings for imaging procedures
• Facilitate provider to provider phone calls and collaboration
• Develop radiology application expertise as required to provide support to physicians, clinical staff, and support staff in the efficient use of Imagen applications and workflows
• Perform basic troubleshooting for internal software applications and clinician hardware

Add Company Value:

• Contribute to the development of knowledge base documentation
• Maintain strong communication with other team members regarding daily operations
• Demonstrate ownership and advocacy of client issues
• Maintain confidentiality of all data adhering to medical compliance policies and procedures

Skill Development:

• Work closely with higher tiered team members to gain knowledge of internal applications and processes
• Attend weekly support team meetings for collaboration and updated process reviews
• Work to gain a solid understanding of the Radiology workflows and processes 
• Suggest changes to management to improve workflows and customer service

Qualifications:

• Associate’s degree and 1+ years of experience in a radiology support role, or a High School Diploma/GED and 3+ years of experience in a healthcare or radiology support role
• Recent healthcare experience with Electronic Medical records (EMR) system experience is preferred
• Understanding of medical and radiology terminology and service lines preferred
• Experience working with radiology applications preferred
• Ticketing System or CRM experience preferred (Salesforce experience preferred)
• Excellent verbal and written communication and documentation skills required
• Excellent IT support and computer skills; capable of toggling between multiple programs simultaneously and providing basic support functions to end users required
• Hardware support and PC troubleshooting experience preferred
• Organized with high attention to detail 

Our headquarters are based in New York, NY, however this position is conducted remotely. This is a position where you will need a reliable WiFi network and a quiet workspace with a desk and chair. 

Imagen is committed to the principle of equal employment opportunity for all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Imagen will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The hourly rate for the position is between $22 - $27, plus overtime and benefits. Please note that the hourly range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

Imagen Technologies maintains a Substance Abuse and Testing policy. Being under the influence of alcohol or controlled substances while on the job or while conducting business on Imagen’s behalf is prohibited. Imagen reserves the right to test any applicant or employee for alcohol and/or drug use, subject to compliance with any applicable state and/or federal laws.