Operations Support Associate (Weekday Daytime)

Imagen Technologies, Inc; New York (NY); Remote; USD 10,000 - 60,000; Full time

Job summary

This innovative firm is seeking a dedicated Operations Support Associate to join their dynamic team. You will play a crucial role in delivering exceptional customer service and support to patients and clinicians alike. This position offers the opportunity to work remotely while engaging in meaningful work that impacts patient care. With a focus on developing your skills and knowledge in radiology workflows, you will contribute to a high-growth healthcare startup that is transforming diagnostic processes. Join a team that values flexibility and excellence in service, and be part of a mission to enhance patient experiences across the nation.

Qualifications

• 1+ years in a radiology support role or 3+ years in healthcare support.
• Familiarity with medical terminology and radiology applications preferred.

Responsibilities

• Provide day-to-day support for clients and clinicians.
• Monitor PACS system and ensure operational SLA targets are met.
• Facilitate communication on critical patient findings.

Skills

Customer Service

Communication Skills

IT Support

Problem Solving

Attention to Detail

Education

Associate’s Degree

High School Diploma/GED

Tools

Electronic Medical Records (EMR)

Salesforce

CRM Systems

Job description

Operations Support Associate (Weekday Daytime)

Remote

*Important: Please review the shift and training requirements before applying*
This is a Monday - Friday shift schedule from 7:30am-3:30pm ET

Additionally, this position requires a remote8-week training period outside of your regular shift schedule. Training will occur anytime during the day, Monday - Friday. Please ensure you can be flexible with this time commitment before applying.

Imagen Technologies is a high-growth healthcare startup enabling patients to be diagnosed, treated, and managed at their primary care appointment (vs. having to refer out to hospitals, imaging centers, and other slow and expensive options). Today, we’ve built an AI-enabled platform that enables patients to receive immediate diagnostic tests, immediate results, and immediate next steps – all in a single Primary Care appointment. For example: through our platform, women across the U.S. are now receiving comprehensive breast imaging, results, and specialist-driven next steps at their local Primary Care office, condensing a multi-month diagnostic journey into 60 minutes.

With over $160m in funding from Google Ventures and some of the largest clinical networks in the country, we are rapidly expanding this platform across the U.S. - from 16 states and 500,000 patients in 2023 to 20+ states and 1.5m patients in 2024. By 2026, we will be delivering care across 35 states and to more than 5m patients per year.

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. This team covers 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

Our headquarters are based in New York, NY, however this position is conducted remotely. This is a position where you will need a reliable WiFi network and a quiet workspace with a desk and chair.

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 $22 - $27, plus overtime 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.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

Where do you currently reside? (State or Country if not currently residing in the United States) *

Should you accept a job at Imagen which state would you be working from? * Select...

Will you now, or in the future, require sponsorship? * Select...

Are you legally authorized to work in the U.S.? * Select...

Can you commit to completing the mandatory training scheduled Monday-Friday during the day for the first 8 weeks of the position before switching to the regular shift? * Select...

What is the highest level of education you have completed? * Select...

Do you have at least 1 year of experience in a radiology support role? * Select...

Do you have experience supporting and/or troubleshooting radiology applications? * Select...

If you answered yes to the previous question, please give us a brief description of your experience with RIS, PACS, voice dictation, or EMR systems. *

Do you have experience with clinical or radiology IT helpdesk support? * Select...

Do you have experience working with a CRM ticketing system? * Select...

If you answered yes to the previous question, which ticketing system(s) do you have experience with? *

In a few sentences, please give an example of a time when you had to troubleshoot a challenging technical issue. *

Should you accept a job at Imagen, what are your compensation expectations? (Please refer to the hourly rate range in the job description) *

By selecting "Yes" below, you agree to receive job-related text messages from this employer, including application updates and interview scheduling. You may be charged by your wireless carrier for receipt of these messages.You can opt out anytime by replying 'STOP' to the messages. Your consent to receive text messages is not a condition of applying for or obtaining employment with the employer. * Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Imagen Technologies’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Voluntary Self-Identification of Disability

Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

Disability Status Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.