Responsibilities
Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, we are Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of our success is its people with the commitment to a better healthcare experience. When you join us as a National Imaging Exchange Support Specialist, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators to achieve the best clinical outcomes.
You Will:
Platform Support & Administration
- Provide day-to-day support and basic administration of enterprise image-sharing and imaging-exchange platforms.
- Monitor and respond to platform issues, including failed or delayed image exchanges.
- Troubleshoot image uploads, downloads, transfers, access, delivery, and related workflow issues.
- Maintain user accounts, organizations, permissions, connections, and other platform configurations.
- Escalate complex or service-impacting issues to appropriate internal teams, vendors, or management.
User & Workflow Support
- Support internal staff, patients, referring providers, hospitals, health systems, and other authorized users of image-sharing services.
- Assist users with accessing, sending, receiving, and sharing medical images.
- Support and troubleshoot imaging workflows involving PACS, image-sharing platforms, DICOM, and related clinical systems.
- Assist with onboarding new facilities, providers, hospitals, and business partners.
- Work with internal and external teams to resolve image-exchange and interoperability issues.
- Maintain accurate documentation of workflows, configurations, connections, and support procedures.
Implementation & Continuous Improvement
- Assist with implementation, testing, and validation of new technologies, platform enhancements, connections, migrations, and integrations.
- Support onboarding of new imaging centers, markets, and acquired organizations.
- Coordinate with infrastructure, RIS, PACS, interoperability, cybersecurity, operations, and other teams as needed.
- Identify recurring issues, manual processes, and opportunities for workflow improvement and automation.
- Assist with user training, support documentation, knowledge articles, and communication related to new or changed workflows.
Vendor & Escalation Support
- Open and manage vendor support cases and provide troubleshooting information and supporting documentation.
- Track escalated issues through resolution and communicate status to affected users and internal teams.
- Assist with testing and validation of vendor fixes and platform updates.
- Identify recurring platform or vendor issues and escalate trends as appropriate.
You Are:
- Genuinely passionate about customer service and exercise sound judgement and an ability to remain professional in all situations
- Able to demonstrate high level of attention to detail, excellent organizational skills and have the ability to multitask
- Able to thrive in a fast-paced environment, have a knack for prioritizing work with a structured approach, and enjoy providing world class customer service
To Ensure Success In This Role, You Must Have:
- Demonstrated technical aptitude with the ability to learn, support, and troubleshoot healthcare applications and integrated workflows.
- Experience or familiarity with healthcare technology, clinical applications, medical imaging, or related healthcare workflows.
- Basic understanding of medical imaging workflows or the exchange of medical images between healthcare organizations.
- Strong troubleshooting, problem-solving, communication, and customer-service skills.
- Ability to work effectively with technical teams, clinical and operational staff, vendors, patients, and external organizations.
- Ability to manage multiple priorities and accurately document technical processes, workflows, configurations, and issue resolutions.
We Offer:
- Comprehensive Medical, Dental and Vision coverages.
- Health Savings Accounts with employer funding.
- Wellness dollars
- 401(k) Employer Match
- Free services at any of our imaging centers for you and your immediate family.
Pay Range: $29.00 - $53.00 per hour