Operations Support Associate

*Important: Please review the shift and training requirements before applying*

We are looking for the following shifts:

• Monday - Friday: 10am to 9pm EDT (8 hour shifts within this timeframe)
• Saturday - Sunday: 9am to 8pm EDT (8-10 hour shifts within this timeframe)

Additionally, this position requires a remote 2-week training period outside of your regular shift schedule . Training will occur anytime during the day, Monday - Friday . Please ensure you can be flexible with this time commitment before applying.

About Imagen

Imagen Technologies is building the AI-enabled teleradiology practice of the future. We operate the first vertically integrated medical practice and AI development platform focused on reducing diagnostic error and giving radiologists superpowers through industry-leading AI solutions developed in-house. With over $200 million in funding from investors such as Google Ventures and some of the largest clinical networks in the country, we are rapidly expanding this platform across the U.S.-from 22 states and 2.7 million patients in 2025 to more than 35 states and over 5 million patients annually by 2027. We are the fastest-growing teleradiology group in the U.S., and by the end of this year, we will have the fifth-largest practice in the country.

About the Role

We're looking for an individual who will help power our Support Team, 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 provider communication, general imaging services troubleshooting, and the front line of both internal and customer inquiries. The team will cover operations 24/7 365 days per year, 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 :

Customer Care:

• Serve as the main point of contact for Imagen clients and clinicians.
• Triage and resolve calls, emails, and chats; track all issues in CRM.
• Monitor PACS and clinical apps for SLA compliance; troubleshoot image exceptions, demographic errors, and basic system issues.
• Facilitate provider communications, including critical findings and provider-to-provider calls.
• Support clinicians in efficient use of Imagen applications and workflows.

Team and Company Value:

• Contribute to knowledge base documentation.
• Communicate daily with team members; escalate or suggest workflow improvements.
• Demonstrate ownership of client issues and uphold confidentiality.

Skill Development:

• Collaborate with senior staff to deepen radiology workflow and application knowledge.
• Participate in weekly support meetings and ongoing process reviews.

Qualifications:

• Associate's degree + 1 year in radiology support OR HS/GED + 3 years in healthcare/radiology support.
• EMR and radiology application experience preferred; familiarity with medical terminology a plus.
• CRM/ticketing (Salesforce preferred).
• Strong communication, multitasking, and troubleshooting skills.
• PC/hardware support experience preferred; highly organized with strong attention to detail.

Imagen Technologies is a remote-first company and this job is conducted remotely. This is a position where you will need a reliable WiFi network and a quiet workspace with a desk and chair.

The hourly rate for the position is between$25.00 - $32.00 , plus differential 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 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.

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.

Compensation

The base pay range for this role is $25 - $32 per hour.