Ops Support Rep, Level 1

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

📋 Description

• Ensure consistent, dependable, and prompt attendance for assigned shifts

• Provide escalation support for any inquiries or issues from clients, radiologists, or the OC team

• Deliver operational and technical assistance for tailored client workflow solutions, including Program Support clients

• Oversee client workflows utilizing HL7 messaging

• Help in the creation of daily and nightly reports

• Offer backup and fill-in responsibilities to the PS and PCS teams as required

• Step in as a backup for the OS team lead in case of shortages or absences

• Coordinate with the technical support team as necessary

• Provide premium “white-glove” support to high-profile clients

• Elevate any issues related to clients or radiologists to the appropriate resources for prompt resolution

• Aid radiologists in finding image sets

• Assist in coordinating workflows and planning tasks

• Contribute to quality and service assurance initiatives

• Support the training and mentoring of OS team members

• Engage in process improvement testing and make recommendations

• Perform other duties as assigned

⛳️ Requirements

• No formal education required

• Proven performance in OSR L2 tasks with a minimum of 90 days as an OSR L2 or equivalent

• At least two years of customer-related experience in a contact center setting

• Previous experience in technical or IT support is advantageous

• Exceptional verbal and written communication skills

• Strong sense of urgency with the ability to prioritize and manage multiple tasks

• Capability to analyze and troubleshoot technical workflows

• Ability to collaborate in a team environment as well as work autonomously

• Essential telephone etiquette skills

• A medical background is a plus

• High attention to detail is crucial

• Strong organizational skills and prioritization techniques

• Demonstrated ability for sound judgment and decision-making

• Proficient in a PC environment, using software/programs such as Windows, Word, Excel, Internet, Instant Messaging/Virtual Chat, and office email tools

• Potential travel for onsite support may be required

• A typing speed of at least 30 words per minute is mandatory

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Paid time off

• Flexible work arrangements