Operations Support Associate

*Important: Please review the shift and training requirements before applying*

This is a weekday shift with the following required shift times:

• Monday - Friday, 6:00AM to 3:00PM EST

Additionally, this position requires a remote 8-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. 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:

 

Customer Care:

• Serve as the main point of contact for Imagen clients and clinicians.
• Triage and resolve calls, emails, and chats; track all issues in CRM.
• Monitor PACS and clinical apps for SLA compliance; troubleshoot image exceptions, demographic errors, and basic system issues.
• Facilitate provider communications, including critical findings and provider-to-provider calls.
• Support clinicians in efficient use of Imagen applications and workflows.

Team and Company Value:

• Contribute to knowledge base documentation.
• Communicate daily with team members; escalate or suggest workflow improvements.
• Demonstrate ownership of client issues and uphold confidentiality.

Skill Development:

• Collaborate with senior staff to deepen radiology workflow and application knowledge.
• Participate in weekly support meetings and ongoing process reviews.

Qualifications:

• Associate’s degree + 1 year in radiology support OR HS/GED + 3 years in healthcare/radiology support.
• EMR and radiology application experience preferred; familiarity with medical terminology a plus.
• CRM/ticketing (Salesforce preferred).
• Strong communication, multitasking, and troubleshooting skills.
• PC/hardware support experience preferred; highly organized with strong attention to detail.

Imagen Technologies is a remote-first company. 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.