Operations Support Associate - Radiology

*Important: Please review the shift and training requirements before applying*

This is a full-time float shift position with a variable schedule based on operational needs, providing coverage across early mornings, evenings, weekends as needed.

Additionally, this position requires a remote 8-week training period that will occur anytime during the day, Monday - Friday. Please ensure you can be flexible with this time commitment before applying.

About Imagen

Imagen Technologies is building the AI-enabled teleradiology practice of the future. We operate the first vertically integrated medical practice and AI development platform focused on reducing diagnostic error and giving radiologists superpowers through industry-leading AI solutions developed in-house. With over $200 million in funding from investors such as Google Ventures and some of the largest clinical networks in the country, we are rapidly expanding this platform across the U.S.—from 22 states and 2.7 million patients in 2025 to more than 35 states and over 5 million patients annually by 2027. We are the fastest-growing teleradiology group in the U.S., and by the end of next year, we will have the fifth-largest practice in the country.

About the Role

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. The team will cover 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 

Imagen Technologies is a remote-first company and this job is conducted remotely. 

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 $25 - $34, with differential pay for any covered shifts falling in evenings, nights, weekends, or holidays 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.