Operations Support Associate (Weekend Daytime)

*Important: Please review the shift and training requirements before applying*
This is a Fri-Mon daytime shift with the following required shift times:

• Friday 9am-5:30pm EST
• Saturday 7am - 8pm EST
• Sunday 7am - 8pm EST
• Monday 9am-5:30pm EST

Additionally, this position requires a remote 8-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.

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 $160m 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 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:

• Main point of contact providing day-to-day support for Imagen’s clients and clinicians
• Triage calls, email and chat messages from all customer facilities as well as internal clinicians 
• Monitor the PACS system and other clinical applications for operational SLA targets
• Resolution of image exceptions, reconciliations of accession …