Ops. Support Rep. L1

**Job Description:** **Summary:** The Operations Center at vRad provides world-class customer support to our clients by monitoring and facilitating radiology workflow processes that are critical to patient care on a 24/7 basis for hospitals, clinics and radiologists. To effectively meet this need, the Operations Support Representatives provide constant monitoring of incoming orders and images to: (i) ensure that all relevant clinical information has been submitted; (ii) complete data order entry, on both a proactive and reactive basis; and (3) identify and/or troubleshoot non-technical issues. The Operations Center and its staff play a crucial role in assisting doctors and technicians when patient care requires additional information or radiologist-to-hospital conference calls. Properly supporting these activities requires processing a high volume of inbound and outbound phone calls with professional, courteous, and effective communication. Due to the nature of this business and its critical role in facilitating emergent patient care, multi-tasking, following procedure, extreme attention to detail, relationship management, regular and reliable attendance, and a sense of urgency are required. The *Operations Center (OC) Specialist* is responsible for supporting Operations Support (OS) Team Leads and/or OS and OC Supervisors, working with advanced workflow processes and procedures. The *OC Specialist* will be asked to assist with complex cases and situations throughout a given shift. This individual is expected to be efficient in and familiar with all procedures and workflow processes within the OC, including those procedures performed by the operations support, program support (PS) and production control support (PCS) teams. This also includes backup support in managing OS workflow in the absence or shortage of an OS team lead and assisting with team member coaching and development. Essential Duties and Responsibilities: *In addition to Operations Support Representative (OSR) & OSR L2 responsibilities, the Operations Center Specialist will:* - Provide regular, reliable, and timely attendance for scheduled shifts - Assist in escalation support for any client, radiologist or OC questions/issues - Provide operational and technical support for customized client workflow solutions including Program Support clients - 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 fill in and back up duties OS team lead in shortage or absence - 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 radiologists in locating image sets - Assist in workflow coordination and task planning - 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 Qualifications/Education: - No education required - Successful OSR L2 tasks and performance and minimum 90 days as an OSR L2 or equivalent - Two 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 - Professional, courteous and respectful demeanor - 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…