Operations Support Associate (Afternoon/Evening Shift: Mon-Fri, 3pm -11:30pm EST + rotating weekends)

*Important Note: This is an afternoon/evening shift on Mon-Fri (3:00pm -11:30pm EST) + rotating weekends. However, please note that this position requires a remote 8-week training period outside of your regular shift schedule. Training will occur anywhere between the hours of 8:00am - 10:00pm EST, Monday - Friday. Please ensure you can be flexible with this time commitment before applying.

*In addition: While this is primarily a weekday shift, you will be expected to be flexible in covering weekends as needed.

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 $135m 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 Operations Center, 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 patient outreach and scheduling, as well as supporting incoming patient and customer inquiries. The team will cover operations during designated business hours, 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:

• Main point of contact providing day-to-day support for Imagen’s clients
• Triage calls and chat messages from all customer facilities as well as internal clinicians 
• Monitor clinical systems to ensure the operation is achieving its targets
• Ensure that all calls, issues, and tasks are tracked in our systems and driven to resolution
• Respond in real-time to support issues, resolve basic issues and escalate as needed to higher support tiers for resolution
• Develop application expertise as required 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 (Electronic Medical Records) systems
• Reach out to patients and schedule patient appointments per program guidelines
• Input data into customer EMR (Electronic Medical Records) systems
• Extract data from customer EMR systems for consult referral programs

Qualifications:

• Associate’s degree or 3+ years of equivalent experience in a technology support role, role specific to healthcare IT support preferred
• Recent healthcare experience with Electronic Medical records (EMR) system experience is preferred
• Ticketing System experience for customer support is preferred
• Excellent verbal and written communication skills
• Must have very strong computer skills; capable of toggling between multiple programs simultaneously and providing basic support functions
• Hardware support and PC troubleshooting experience preferred
• Organized with high attention to detail 
• Strong documentation skills for ticketing documentation

Our headquarters are based in New York, NY, however this position is conducted remotely. This is a position where you will need a reliable WiFi network, 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. 

The hourly rate for the position is between $22 - $27 / hour, plus overtime and benefits. Please note that the hourly range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

Imagen Technologies maintains a Substance Abuse and Testing policy. Being under the influence of alcohol or controlled substances while on the job or while conducting business on Imagen’s behalf is prohibited. Imagen reserves the right to test any applicant or employee for alcohol and/or drug use, subject to compliance with any applicable state and/or federal laws.