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 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:

  • Main point of contact providing day-to-day support for Imagen’s clients
  • Triage calls, email and chat messages from all customer facilities as well as internal clinicians
  • Monitor clinical systems to ensure the operation is achieving its targets
  • Ensure that all calls, issues, and tasks are tracked in our CRM systems and driven to resolution
  • Respond in real-time to support issues, resolve basic issues and escalate as needed to higher support tiers for resolution
  • Facilitate provider communication on critical patient findings
  • Facilitate provider to provider phone calls and collaboration
  • Develop application expertise as required to provide support to physicians, clinical staff, and support staff in the efficient use of Imagen applications and workflows
  • Identify eligible patients for our programs using customer EMR (Electronic Medical Records) systems
  • Extract data from customer EMR systems for consult referral programs
  • Reach out to patients and schedule patient appointments per program guidelines
  • Input data into customer EMR (Electronic Medical Records) systems

Qualifications:

  • Associate’s degree and 1+ years of experience in a healthcare technology support role, or a High School Diploma/GED and 3+ years of experience in a healthcare technology support role
  • Recent healthcare experience with Electronic Medical records (EMR) system experience is preferred
  • Ticketing System experience for customer support is preferred
  • Excellent verbal and written communication skills
  • Must have very strong computer skills; capable of toggling between multiple programs simultaneously and providing basic support functions
  • Hardware support and PC troubleshooting experience preferred
  • Organized with high attention to detail
  • Strong documentation skills for ticketing documentation
  • Salesforce experience preferred
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