Operations Support Associate – Weekday Coverage

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Act as the main point of contact for customers, technologists, clinicians, and radiologists.

• Manage and resolve inquiries via calls, emails, chats, and support cases while ensuring accurate CRM documentation.

• Support radiologists with study inquiries, worklist issues, case prioritization, workflow flags, and urgent requests.

• Oversee clinical systems to identify SLA concerns.

• Address imaging and order exceptions, including missing images or orders, demographic discrepancies, and accession/MRN mismatches.

• Coordinate Critical Finding notifications, provider-to-provider communications, and follow up on urgent studies.

• Effectively prioritize and manage ongoing issues during your assigned coverage.

• Maintain ownership of issues until resolution, handoff, or escalation is achieved.

• Ensure clear shift handoffs and escalate recurring workflow or technical issues with adequate context.

• Contribute to the creation of documentation, SOPs, and process enhancements while adhering to HIPAA and confidentiality requirements.

• Acquire in-depth knowledge of radiology workflows, PACS/RIS environments, clinical applications, and radiologist reading workflows through training, team reviews, and quality feedback.

⛳️ Requirements

• Associate’s degree with 1 year of relevant radiology or healthcare support experience, or a high school diploma/GED with 3 years of relevant healthcare, radiology, or clinical support experience.

• Preferably, hands-on experience in supporting radiology, diagnostic imaging, or teleradiology workflows.

• Familiarity with imaging modalities such as X-ray, CT, MRI, and ultrasound is desired.

• Experience with PACS/RIS systems and understanding of radiology workflow concepts.

• Familiarity with orders, accessions, patient demographics, image availability, worklists, and study status is necessary.

• EHR/EMR experience, specifically with systems like Epic or Cerner, is preferred.

• Experience with eRAD or similar radiology platforms is highly valued.

• Strong understanding of medical terminology is essential.

• Must possess the ability to communicate effectively with radiologists, physicians, technologists, and other clinical staff.

• Ability to handle high-volume ticket and call queues while prioritizing urgent issues within SLA expectations.

• CRM/ticketing experience is mandatory; experience with Salesforce is preferred.

• Required skills include strong communication, troubleshooting, multitasking, organization, and attention to detail.

• Must have a reliable WiFi network and a quiet workspace equipped with a desk and chair.

• Availability to work Monday–Friday, from 11am–8pm ET, including a remote two-week daytime training period from Monday to Friday.

🏝️ Benefits

• Differential pay.

• Comprehensive benefits package.

• Opportunity for remote work.

• Remote two-week training period.

• Requirement for a reliable WiFi network and a quiet workspace.