Operations Support Associate – Weekend Coverage

This is a fully remote position, open to applicants in New York.

📋 Description

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

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

• Assist radiologists with inquiries related to studies, worklist issues, case prioritization, workflow flags, and urgent requests.

• Monitor clinical systems for SLA issues and troubleshoot imaging and order exceptions, such as missing images or orders, demographic inconsistencies, and accession/MRN mismatches.

• Facilitate notifications for Critical Findings, provider-to-provider communication, and follow up on urgent studies.

• Independently prioritize and manage ongoing issues during assigned coverage periods.

• Maintain ownership of issues until they are resolved, handed off, or escalated.

• Provide clear shift transitions and identify recurring workflow or technical challenges.

• Escalate issues with adequate context to ensure efficient resolution.

• Contribute to documentation, standard operating procedures (SOPs), and process enhancements while adhering to HIPAA and confidentiality standards.

• Develop a deep understanding of radiology workflows, PACS/RIS environments, clinical applications, and radiologist reading workflows through training, team reviews, and quality feedback.

⛳️ Requirements

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

• Hands-on experience in supporting radiology, diagnostic imaging, or teleradiology workflows is strongly preferred.

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

• Experience with PACS/RIS systems and concepts related to radiology workflow.

• Proficiency with orders, accessions, patient demographics, image availability, worklists, and study status.

• Preferred experience with EHR/EMR systems like Epic or Cerner.

• Highly valued experience with eRAD or similar radiology platforms.

• Strong understanding of medical terminology.

• Effective communication skills with radiologists, physicians, technologists, and other clinical personnel.

• Ability to manage a high volume of tickets and calls, prioritize urgent issues, and work within SLA expectations.

• Required experience with CRM/ticketing systems; Salesforce is preferred.

• Strong skills in communication, troubleshooting, multitasking, organization, and attention to detail are essential.

• A reliable WiFi connection and a quiet workspace equipped with a desk and chair are required for remote work.

• Availability for shifts on Friday from 9am–9pm ET, Saturday from 9am–9pm ET, Sunday from 8am–8pm ET, and Monday from 9am–9pm ET.

• Flexibility to attend a remote two-week training period from Monday to Friday during daytime hours, outside of the regular shift schedule.

🏝️ Benefits

• Differential pay.

• Comprehensive benefits package.

• Opportunity for remote work.

• Two-week remote training conducted during daytime hours, Monday through Friday.

• Requirement for a reliable WiFi connection and a quiet workspace equipped with a desk and chair for remote work.