[Hiring] Operations Support Associate @Imagen Technologies

Role Description

This is a full weekend shift, with additional weekday needs. Please see below for the exact schedule:

• Monday - Friday: 11am - 8pm ET

This position also requires a remote two-week training period during daytime hours, Monday–Friday, outside of the regular shift schedule. Please ensure you can be flexible with this time commitment before applying.

We’re looking for an experienced individual to help power our Services Support Team, performing mission-critical work and interfacing directly with radiologists, clinicians, facility personnel, and technical teams.

The Operations Support Associate provides frontline operational support through telephone, email, and chat; manages time-sensitive support queues; assists radiologists with active reading workflow needs; and troubleshoots imaging, order, and workflow exceptions. This is a fast-paced, high-volume role requiring strong prioritization, sound judgment, and the ability to manage multiple clinical and operational issues within established SLA expectations.

Responsibilities

• Customer and Clinical Support:
  • Serve as a primary point of contact for customers, technologists, clinicians, and radiologists.
  • Triage and resolve calls, emails, chats, and support cases while maintaining accurate CRM documentation.
  • Assist radiologists with study inquiries, worklist concerns, case prioritization, workflow flags, and other time-sensitive requests.
  • Monitor clinical systems for SLA concerns and troubleshoot common imaging and order exceptions, including missing images or orders, demographic discrepancies, and accession/MRN mismatches.
  • Facilitate clinical communications, including Critical Finding notifications, provider-to-provider calls, and follow-up on time-sensitive studies.
• Operational Ownership:
  • Independently prioritize and manage active issues during assigned coverage.
  • Maintain ownership through resolution, handoff, or appropriate escalation.
  • Provide clear shift handoffs, identify recurring workflow or technical issues, and escalate concerns with sufficient context for efficient resolution.
  • Contribute to documentation, SOPs, and process improvements while maintaining HIPAA and confidentiality requirements.
• Skill Development:
  • Continue developing expertise in radiology workflows, PACS/RIS environments, clinical applications, and radiologist reading workflows through training, team reviews, and quality feedback.

Qualifications

• Associate’s degree plus 1 year of relevant radiology or healthcare support experience, or high school diploma/GED plus 3 years of relevant healthcare, radiology, or clinical support experience.
• Hands-on experience supporting radiology, diagnostic imaging, or teleradiology workflows strongly preferred, including familiarity with common imaging modalities such as X-ray, CT, MRI, and ultrasound.
• Experience with PACS/RIS systems and radiology workflow concepts, including orders, accessions, patient demographics, image availability, worklists, and study status.
• EHR/EMR experience such as Epic or Cerner preferred; experience with eRAD or comparable radiology platforms highly valued.
• Strong knowledge of medical terminology and the ability to communicate effectively with radiologists, physicians, technologists, and other clinical personnel.
• Demonstrated ability to manage high-volume ticket and call queues, prioritize time-sensitive issues, and work effectively within SLA expectations.
• CRM/ticketing experience required; Salesforce preferred.
• Strong communication, troubleshooting, multitasking, organization, and attention to detail required.

Requirements

• This is a remote-first position; a reliable WiFi network and a quiet workspace with a desk and chair are required.
• The hourly rate for the position is between $25.00 - $32.00, plus differential and benefits.
• Individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

Benefits

• Imagen is committed to the principle of equal employment opportunity for all employees and applicants for employment.
• 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.
• Maintains a Substance Abuse and Testing policy; being under the influence of alcohol or controlled substances while on the job is prohibited.