Experienced Operations Support Associate – Healthcare Technology and Customer Service Expert

Introduction to Imagen Technologies

Imagen Technologies is a pioneering healthcare startup that is revolutionizing the way patients receive diagnostic tests and care. With our AI-enabled platform, patients can now receive immediate diagnostic tests, results, and next steps all in a single primary care appointment. This innovative approach has enabled women across the U.S. to receive comprehensive breast imaging, results, and specialist-driven next steps at their local primary care office, condensing a multi-month diagnostic journey into just 60 minutes. Backed by over $135m in funding from Google Ventures and some of the largest clinical networks in the country, we are rapidly expanding our platform across the U.S., with plans to deliver care to over 5 million patients per year by 2026.

Job Overview

We are seeking an exceptional Operations Support Associate to join our team, providing mission-critical support to our clients, patients, and internal stakeholders. As the main point of contact for day-to-day support, you will be responsible for delivering excellent customer service via telephone, email, and chat communication, performing provider communication, general troubleshooting, and serving as the front line for both internal and customer inquiries. Our ideal candidate is a capable, resourceful, and empathetic individual who can diffuse conflicts over the phone and provide top-notch support to our clients and patients.

Key Responsibilities

• Provide day-to-day support to Imagen's clients, serving as the main point of contact for all customer facilities and internal clinicians
• Triage calls, email, and chat messages from customers and internal stakeholders, ensuring timely and effective resolution of issues
• Monitor clinical systems to ensure the operation is achieving its targets, identifying areas for improvement and implementing solutions as needed
• Ensure that all calls, issues, and tasks are tracked in our CRM systems and driven to resolution, maintaining accurate and up-to-date records
• Respond in real-time to support issues, resolving basic issues and escalating complex issues to higher support tiers as needed
• Facilitate provider communication on critical patient findings, ensuring seamless collaboration and coordination between healthcare providers
• Develop application expertise 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 systems, extracting data and inputting information as required
• Reach out to patients and schedule appointments per program guidelines, ensuring timely and effective care coordination

Qualifications and Requirements

To be successful in this role, you will need:

• An 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, preferably with ticketing system experience for customer support
• Excellent verbal and written communication skills, with the ability to communicate complex information in a clear and concise manner
• Strong computer skills, with the ability to toggle between multiple programs simultaneously and provide basic support functions
• Organized with high attention to detail, maintaining accurate and up-to-date records and documentation
• Strong documentation skills for ticketing documentation, with experience using Salesforce or similar CRM systems preferred

Career Growth and Development Opportunities

At Imagen Technologies, we are committed to the growth and development of our employees. As an Operations Support Associate, you will have access to:

• Comprehensive training and onboarding program, including an 8-week remote training period
• Ongoing professional development opportunities, including training and education on our AI-enabled platform and healthcare technology
• Opportunities for career advancement and growth within the company, with a focus on promoting from within
• A collaborative and dynamic work environment, with a team of experienced and dedicated professionals

Work Environment and Company Culture

Our headquarters are based in New York, NY, but this position is conducted remotely, allowing you to work from the comfort of your own home. We are committed to creating a positive and inclusive work environment, with a focus on:

• Diversity, equity, and inclusion, with a commitment to equal employment opportunity for all employees and applicants
• Flexible working arrangements, including remote work options and flexible scheduling
• A culture of innovation and collaboration, with a focus on teamwork and open communication
• Recognition and reward for outstanding performance, including competitive compensation and benefits packages

Compensation and Benefits

We offer a competitive hourly rate of $24 - $29 per hour, plus overtime and benefits. Our benefits package includes:

• Comprehensive health insurance, including medical, dental, and vision coverage
• 401(k) retirement plan, with company match
• Paid time off, including vacation, sick leave, and holidays
• Opportunities for professional development and growth, including training and education

Conclusion

If you are a motivated and compassionate individual with a passion for healthcare technology and customer service, we encourage you to apply for this exciting opportunity. As an Operations Support Associate at Imagen Technologies, you will be part of a dynamic and innovative team that is changing the face of healthcare. Don't miss out on this chance to join our team and make a real difference in the lives of our patients and clients. Apply today!