Associate Service Desk Analyst- 2nd Shift

Altera Digital Health Inc. in; Carson City (NV); On-site; USD 49,594,000 - 57,859,000; Full time

Job summary

Altera Digital Health is seeking an Associate Service Desk Analyst for the 2nd shift (Administrative) to support the Radiology Alert Notification & Escalation Service (RANES). You will monitor queues, contact physicians, and ensure urgent findings are delivered and documented in compliance with HIPAA.

This fully remote US-based role requires strong communication, ability to work in a fast-paced environment, and handling high call volumes while meeting SLAs.

Qualifications

• High school diploma or equivalent (preferred).
• Experience in healthcare customer service, medical call centers, healthcare operations, patient access, or clinical communications is preferred.
• Proven ability to work in a fast-paced environment and manage high call volumes.

Responsibilities

• Monitor active communication queues and deliver urgent messages to healthcare providers regarding critical radiology findings.
• Contact physicians, clinics, and hospitals according to established protocols and escalation procedures.
• Ensure providers acknowledge receipt of communicated findings in accordance with compliance standards.
• Maintain precise, real-time records of all communication attempts, outcomes, and provider acknowledgments.
• Escalate unresolved communications to supervisors to ensure high-priority cases receive immediate attention.
• Ensure all activities comply with HIPAA and organizational policies.

Skills

Verbal communication

Written communication

Fast-paced

Multi-tasking

Education

High school diploma

Tools

ServiceNow

Salesforce

Cisco

Genesys

Microsoft Office

Job description

Associate Service Desk Analyst- 2nd Shift (Administrative)

Overview

Help save lives by ensuring critical radiology findings reach providers quickly, accurately, and compliantly. We are seeking a highly organized and detail-oriented Radiology Communications Analyst to support our Radiology Alert Notification & Escalation Service (RANES) team.

In this role, you will be a vital link in patient care, facilitating the timely communication of urgent and clinically significant radiology findings. You will contact ordering physicians, on-call providers, and clinics to ensure critical imaging results are delivered, acknowledged, and documented. The ideal candidate is comfortable handling high-priority situations, communicating clearly with medical professionals, and working in a fast-paced environment to meet strict service-level agreements.

Key Responsibilities

• Monitor active communication queues and deliver urgent messages to healthcare providers regarding critical radiology findings.
• Contact physicians, clinics, and hospitals according to established protocols and escalation procedures.
• Ensure providers acknowledge receipt of communicated findings in accordance with compliance standards.
• Maintain precise, real-time records of all communication attempts, outcomes, and provider acknowledgments.
• Escalate unresolved communications to supervisors to ensure high-priority cases receive immediate attention.
• Ensure all activities comply with HIPAA and organizational policies.

Qualifications

Experience

• 0-1 year of similar support experience.
• Experience in healthcare customer service, medical call centers, healthcare operations, patient access, or clinical communications is preferred.
• Proven ability to work in a fast-paced environment and manage high call volumes.

Education

• High school diploma or equivalent (preferred).

Skills

• Strong computer, documentation, and multi-tasking abilities.
• Excellent verbal and written communication skills with the ability to interact professionally with healthcare providers.
• Experience using ITSM tools (e.g., ServiceNow, Salesforce), Automated Call Distributors (e.g., Cisco, Genesys), and Microsoft Office is a plus.

Working Arrangements

• This is a fully remote position based in the United States.
• Our operations run 24/7; this role requires flexibility, as weekly days off may fall on weekdays.

Travel

• No travel is required for this role.

Salary Range

$18.00 per hour. This role is also eligible for a 6% pay differential for 3rd shifts and weekends. Holiday shifts may be required.

Why Altera?

At Altera Digital Health, you will have the opportunity to profoundly impact the lives of patients by empowering healthcare providers to deliver superior care. You will join a passionate and gifted team committed to innovation and excellence. We offer a competitive compensation and benefits package and the opportunity to work in a fast-paced and dynamic environment.