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Help Desk / Service Coordinator - Radiology

Location : Lombard, IL
Job Type : Direct
Hours : Full Time
Travel : No
Relocation : No

Job Description :

Position Summary


The Radiology Services Coordinator is to provide support to Radiologists and our clients to ensure timely reading of exams.  They will troubleshoot issues related to exams, answer phone calls from clients, and fulfill requests from Radiologist.   This position is high-paced, the incumbent should be prepared for changing priorities throughout each day. 


 


The individual must be highly energetic, solution driven and flexible in his/her interpersonal style.  Outstanding communications skills in both written and verbal expression are required.  The individual should be a self-starter, persistent, and adept in using metrics to drive performance and driven to succeed. 


 


Position Duties and Responsibilities



  • Duties include but are not limited to the following:

  • Preemptively and upon request troubleshoot and resolve issues related to exams; Issues include missing information (images, reports, history) and problems within the dictation system

  • Independently monitor worklist and communicate with radiologist within the application

  • Understand radiology workflows, from the technician to the radiologist perspective

  • Prioritize workload based on urgency of exams and urgency of requests

  • Answer support calls from clients regarding exams, requests to speak to a radiologist, and status of outstanding exams.

  • Monitor worklist, communicate with radiologist within the application, and escalate issues for resolution

  • Monitor PACS system and match information to prepare study to be read by the radiologist

  • When requested, track down referring physicians and connect to the radiologist

  • Participate in downtimes and manually create orders

  • Answer phones for on-site radiologist and transfer calls as requested by the caller

  • Reset passwords for applications as requested

  • Escalate problem cases to tier 2 support and operations to ensure exams are read in a timely manner

  • Document issues, requests and resolutions within the ticketing system

  • Report information to next shift to assure consistent service to the customer


 


DESIRED TECHNICAL AND PROFESSIONAL SKILLS AND EXPERIENCE


·       Bachelor’s degree or relevant work experience in Radiology and/or Information Technology


·       ARRT certification preferred


·       Healthcare and/or Radiology experience required


·       Information Technology and customer service experience in a service desk environment a plus


Required Qualifications :

DESIRED TECHNICAL AND PROFESSIONAL SKILLS AND EXPERIENCE


·       Bachelor’s degree or relevant work experience in Radiology and/or Information Technology


·       ARRT certification preferred


·       Healthcare and/or Radiology experience required


·       Information Technology and customer service experience in a service desk environment a plus


·       Experience with PACS and RIS systems as support or as a user


·       Superior communication skills – verbal, written, presentation and negotiation


·       Creative problem solving skills, showing an ability to overcome obstacles to ensure quick response


·       Strong organizational and analytical skills


·       Patience and ability to excel under pressure, handling multiple requests often with tight deadlines


·       Microsoft Office Suite including Excel, Work, PowerPoint and Outlook


·       Excellent customer service skills, both written and phone communication


·       Follow written procedures to maintain consistent customer experience


·       Excel in an environment with constant changes


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