Customer Service/Help Desk Specialist

Posted Aug 29

Description

Practice Overview: Coaxion Radiology (formerly Concord Radiology) is a growing radiology practice serving hospitals and other healthcare facilities across the country. Radiology is a team sport, and Coaxion Radiology is building a community of physicians and support team members who embody our values and mission. Our support team plays an essential role within the practice, using their strengths and talents to improve the overall healthcare experience. Coaxion Radiology provides consistent, high-quality care to patients, while delivering enhanced value and support to the hospitals, clinics, and imaging centers we serve.

Position Summary: The deep night Radiology Support Coordinator – Tier I team member is to provide support to our Radiologists, clients, and internal team members to ensure timely reading of exams. They will be primarily responsible for troubleshooting issues related to IT/PACS, patient exams, answering support phone calls, and fulfilling requests from Radiologist. This position is fast paced, and the candidate should be prepared for changing priorities throughout each day. The individual must be highly energetic, solution driven, and customer focused. Being a very effective communicator in both written and verbal expression is required. The individual should be a self-starter, tenacious, and agile to succeed.

RADIOLOGY SUPPORT COORDINATOR ROLES AND RESPONSIBILITIES

IT Help Desk Support

  • Provide front-line customer service support via phone calls, email, chat/text, or via our Zendesk ticketing system for customers and Radiologists.
  1. Calls will include but not be limited to patient exam/image management, requests to speak to a radiologist, accessing the schedule, providing Radiologists contact info and status of outstanding unread exams.
  • Understand general radiology image workflow and terminology including general knowledge regarding technologist and radiologist perspectives.
  • Troubleshoot hardware and software application issues specific to Coaxion Radiology workflow including image data management on DICOM Gateway Routers.
  • Document issues, requests, and resolutions within our ticketing systems.
  • Assist with user account management, including password reset workflow for applications, as requested.

PACS Worklist Management

  • Closely monitor worklists and troubleshoot/resolve notes entered by Radiologists and client site users to patient exams such as missing information (images, reports, history)
  • Identify potential and/or active delays in report turnaround time and escalate to appropriate team members to ensure patient exams are read in a timely manner.
  • Source additional Radiologists when overflow is needed.
  • Responsible for making outbound calls to facilities when additional information is needed for a study to be interpreted.
  • When requested, track down referring physicians and connect to the radiologist.

Team Support

  • Provide new user and Radiologist onboarding and training on applicable Coaxion IT systems.
  • Occasionally receive and ship new hardware if Tier II staff are unavailable/unable to.
  • Provide on-demand study audit information, as requested by Team Leaders, etc.
  • Report vital information to team members to ensure consistent service to customers.

Requirements

TECHNICAL AND PROFESSIONAL SKILLS AND EXPERIENCE

  • Associate degree or relevant work experience in Radiology and/or Healthcare
  • Information Technology preferred.
  • Experience in Service Desk (Help Desk) environment preferred.
  • Excellent communication skills – verbal, written, presentation, and negotiation.
  • Creative problem-solving skills, showing an ability to overcome obstacles to ensure quick response.
  • Exceptional organizational and analytical skills
  • Patience and ability to work under pressure, handling multiple requests often with tight deadlines.
  • Microsoft Office Suite including Excel, Word, PowerPoint and Google Suite.
  • Excellent customer service skills, both written and phone communication.
  • Prioritize workload based on urgency of exams and urgency of requests.
  • Ability to work in an environment that is always changing.

Schedule

  • 1 person 3p – 11p cst
  • 2 people 11p – 8 a cst

Work Location: Remote

Salary: $6-$7 USD per hour

Tools: Monday.com; Zendesk; OnePacs; Screen Connect