Radiology Partners

POSITION OVERVIEW

Job Title: Radiology Support Center Workforce Coordinator

Department: CORE

Reports to: Supervisor, Workforce CORE

FLSA Status: Exempt

Location: Remote, USA

Draft Date: 11/1/2024

Revision Date: 11/1/2024

Approved By: Christopher Derikart

Role: Individual Contributor

Shift: Monday thru Friday 2:30pm – 11:00pm (EST)

POSITION SUMMARY

The Radiologist Support Center Workforce Coordinator is responsible for monitoring and managing all call and worklist queues in real time, ensuring service levels, skillsets, counts, attendance, and adherence are maintained. This includes internal and vendor communication, as well as supporting point of contact (POC) staff during shifts. The position also assists in managing the Clinical Call Center team’s strategic scheduling, workflow (WF) reporting, and documentation workflows.

To be successful in this role, you will need to be organized, reliable, results-driven and be able to show constant focus and awareness in an ever-changing environment.

POSITION DUTIES AND RESPONSIBILITIES

· Monitors and manages all call and worklist queues in real time.

o Service levels, skillsets, counts, attendance & adherence, internal & vendor communication, POC support staff, for your shift.

· Assists in managing the Clinical Call Center team’s strategic scheduling, WF reporting and WF documentation workflows.

· Reviews real-time, daily, weekly, and monthly key metrics to identify trends or areas of focus

· Develops, documents, and implements action plans as appropriate within your scope of support

· Develops reporting as necessary to evaluate and trend performance.

· Participates in the design, implementation, and management of workflow improvements

· Cultivates strong relationships with teammates you are supporting

· Workflow management -

o Proactively monitor capacity vs. demand and identify when assistance is needed

o Call back up when necessary

o Escalate to Leadership when necessary

· Directs or recommends teammates be assigned to different roles when availability permits.

· Identifies and communicates any ongoing behavior and performance concerns with appropriate support staff leaders.

· Adjusts scheduling and/or post for overtime as necessary based on expected or unexpected volume/PTO/etc.

· Recommends, establishes, and communicates impactful workflow ideas to Management team

· Promotes communication and cooperation among teammates to create a spirit of unity in the department.

· Works closely with leadership and teammates to improve work relationships, build morale, and increase productivity and retention.

REQUIRED QUALIFICATIONS

· Associate Degree, GXMO Certification, or equivalent professional experience

· 1+ years of experience in a Radiologist Support role

· Proficient Microsoft Office Skills – Intermediate Microsoft Excel skills

DESIRED EDUCATION/EXPERIENCE

· Bachelor’s Degree and/or ARRT Certification

· Workforce operations experience

· Proficient Microsoft Office Skills – Advanced Microsoft Excel skills

KNOWLEDGE, SKILLS AND ABILITIES

· Demonstrated ability to maintain confidentiality when dealing with sensitive, performance-related information.

· Exceptional communication skills.

· Demonstrate a willingness and ability to become familiar with all Call Center Support workflows

· Demonstrated ability to produce accurate work

· Demonstrated self-direction and the ability to manage multiple priorities.

· Ability to adapt to changing and competing priorities.

· Ability to understand how tasks fit into larger program objectives.

· Self-starter with high degree of drive, initiative, and follow through

· Ability to foster a cooperative work environment

· Ability to use independent judgment to make patient care affecting decisions in real time.

Physical Activities

Ascending or descending stairs, ramps, . ☒ Never ☒ Occasionally ☐ Constantly

Moving self in different positions to accomplish tasks in various environments . ☐ Never ☒ Occasionally ☐ Constantly

Remaining in a stationary position, often standing or sitting for prolonged periods. ☐Never ☒ Occasionally ☒ Constantly

Moving about to accomplish tasks or moving from one worksite to another. ☒ Never ☐ Occasionally ☐ Constantly

Communicating with others to exchange information. ☐ Never ☐ Occasionally ☒ Constantly

Repeating motions that may include the wrists, hands and/or fingers. ☐ Never ☐ Occasionally ☒ Constantly

Operating machinery . ☒ Never ☐ Occasionally ☐ Constantly

Operating motor vehicles or heavy equipment. ☒ Never ☐ Occasionally ☐ Constantly

Environmental Conditions

Low temperatures. ☒ Never ☐ Occasionally ☐ Constantly

High temperatures. ☒ Never ☐ Occasionally ☐ Constantly

Noisy environments. ☐ Never ☒ Occasionally ☐ Constantly

Poor ventilation. ☒ Never ☐ Occasionally ☐ Constantly

Physical Demands

Light work that includes moving objects up to 20 pounds. ☐ Never ☒ Occasionally ☐ Constantly

Medium work that includes moving objects up to 50 pounds. ☒ Never ☐ Occasionally ☐ Constantly

Heavy work that includes moving objects up to 100 pounds or more. ☒ Never ☐ Occasionally ☐ Constantly