SI Market Operations Associate

S.I. Market Operations Associate

Reports to: S.I. Research Operations Manager

FLSA Status: Non-Exempt

This position does not meet the criteria for exemption from the provisions of the Fair Labor Standards Act; thus you will be eligible to receive overtime compensation, as appropriate. Overtime requires prior approval from your supervisor.

Job Summary:

The Strategic Initiatives Market Operations Associate is responsible and accountable for the successful management of patient experience performance for their recommended area of focus. They will serve as the boots-on-the-ground patient experience champion, serving as the face of RadNet's patient experience with patients, families, and visitors at the sites. In addition, the Patient Experience Partner will provide consultative guidance to service line leaders on how to improve experiences through a combination of data analysis and partnering with the training department on coaching/mentoring of frontline staff. The Patient Experience Partner will review all patient complaints that arise for their respective areas, capturing the details and coordinating with the relevant stakeholders. Will utilize patient feedback to identify areas of opportunity within the organization and will collaborate with the strategic initiatives team to execute on patient experience improvement initiatives. The Patient Experience Partner will be a subject matter expert on strategic initiative projects to ensure an excellent patient experience. Is responsible for ensuring consistency in patient experience practice across the RadNet East region.

Essential Duties and Responsibilities:

• Travel to imaging centers to evaluate the patient experience.
• Subject matter expert for all projects and for operational leaders.
• Creates and manages detailed patient experience plans; creating long- and short-term plans, including setting targets for milestones, adhering to deadlines and allocating resources.
• Clearly communicate expectations to team members and stakeholders.
• Determine how results will be measured and complete an evaluation to determine how well results were achieved.
• Ability to exercise a high degree of initiative, judgment and decision-making to achieve objectives.
• Ability to share information effectively and provide appropriate direction, consultation and recommendations to staff.
• Ability to manage multiple projects simultaneously.
• Must be timely and efficient to achieve accurate completion of projects/initiatives.
• Must have a strong process orientation, problem-solving and troubleshooting skills.
• Must understand and articulate support/project request from users.
• Capable of working effectively both independently and with others.
• Ability to guide customers/teams through operational improvement and customized training.
• Must have excellent written, verbal, analytical and presentation skills.
• Must demonstrate a proficient knowledge of computer skills specifically Microsoft office.
• Ability to travel to support company goals and initiatives. Travel requirement estimated to be ~50%.
• Understands both internal and external forces in the market that could affect operations and revenues.
• Understands and performs job responsibility in an ethical, compliant manner; complies with laws affecting the workplace and/or job responsibilities. Maintains employee/patient confidentiality.
• Keeps informed of RadNet policies and general conditions to provide input and propose solutions to problems whenever possible.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience:

• Bachelor's Degree required.
• Imaging/Radiology experience a plus.
• Proven excellent leadership and interpersonal skills; able to inspire and motivate team members.
• Able to lead in an agile and fast pace environment.
• Ability to make important decisions under pressure.
• Problem solving skills.
• Must be able to positively embrace strategic initiatives and execute as scheduled; able to accurately report findings and success metric.
• Must demonstrate professionalism and the ability to multi-task and work under pressure effectively with ability to maintain confidentiality of patient and employee information.
• Excellent organizational & planning skills.
• Strong experience and aptitude in various Windows-based programs.
• Outstanding written and verbal communication skills.
• Ability to present ideas and information in a concise, organized way.

Quality Standards:

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
• Follows OSHA regulations, RadNet and site protocols, policies and procedures.
• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
• Consistently adheres to the time management policies and procedures.
• Completes job responsibilities in a quality and timely manner.

Physical Demands:

This position often requires sitting, standing, walking, bending, twisting, reaching with hand and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers, scanners, and computer software. Must be able to lift up to 10 pounds occasionally. The position required the ability to travel (~50% of the time), drive a vehicle, and utilize other forms of transportation.

Working Environment:

Hybrid Work Environment- Representatives work in a medical office setting with low to moderate noise level. When working remote, a quiet, distraction-free workspace is required. Must have high-speed internet with a minimum of 50 Mbps download / 10 Mbps upload speed and direct router connection. Participation in virtual meetings via video (on camera) and audio is required. Accommodations: Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

I have read and understand the responsibilities and requirements of the position.

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