Operations Support Representative
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Job Description
Operations Support Representative monitoring and facilitating radiology workflow for client support in a remote capacity. Handling a high volume of calls with a focus on patient care and communication.
Responsibilities:
- Provide constant monitoring of incoming orders and images
- Ensure that all relevant clinical information has been submitted
- Complete data order entry on both a proactive and reactive basis
- Identify and/or troubleshoot non-technical issues
- Assist doctors and technicians when patient care requires additional information or radiologist-to-hospital conference calls
- Process a high volume of inbound and outbound phone calls with professional, courteous, and effective communication
- Support Operations Support (OS) Team Leads and/or OS and OC Supervisors
- Work with advanced workflow processes and procedures
- Assist with complex cases and situations
- Provide operational and technical support for customized client workflow solutions
- Monitor workflows for clients using HL7 messaging
- Assist in generating daily/nightly reports
- Provide fill in and back up duties to the PS and PCS teams as needed
- Provide assistance or coordination with the technical support team as needed
- Provide “white-glove” support to high profile clients
- Escalate any client/radiologist issues to the appropriate resources to ensure timely resolution
- Assist in quality and service assurance initiatives
- Assist in training and mentoring of OS team members
- Process improvement testing and recommendations
- Other duties as assigned
Requirements:
- 2 or more years of customer related experience in a contact center environment
- Previous technical/IT support experience helpful
- Excellent verbal and written communication skills
- Strong sense of urgency and ability to prioritize and multi-task
- Ability to analyze and troubleshoot technical workflows
- Ability to work in a team environment as well as work independently
- Telephone etiquette skills are essential
- Medical background a plus
- High level of attention to detail necessary
- Strong organizational and prioritization techniques
- Demonstrated sound judgment and decision making abilities
- Proficiency in a PC environment utilizing software/programs including Windows, Word, Excel, Internet, Instant Messaging/Virtual Chat and office e-mail tools
- Ability to type a minimum of 30 wpm is required
Benefits:
- Health insurance
- Professional development opportunities
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