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Position Details

Schedule/Shift:
Day/1st Shift
Employment Type:
Full-time (30+ hrs/week)/FULLTIME
Location City:
Remote
Work Location Type:
Remote

practice OVERVIEW

Radiology Partners, through its owned and affiliated practices, is a leading radiology practice in the U.S., serving hospitals and other healthcare facilities across the nation. As a physician-led and physician-owned practice, we advance our bold mission by innovating across clinical value, technology, service and economics, while elevating the role of radiology and radiologists in healthcare. Radiology is a team sport, and Radiology Partners is building a community of physicians and support teammates who embody our practice values and believe in our bold mission to transform radiology. Our support team is a vital force within the practice, using their gifts and talents to improve the overall healthcare experience. Using a proven healthcare services model, Radiology Partners provides consistent, high-quality care to patients, while delivering enhanced value to the hospitals, clinics, imaging centers and referring physicians we serve.

Position Summary

Radiology Partners is seeking a Service Center Analyst that will be responsible for delivering 1st line support to users providing excellent customer service. The Service Center Analyst plays a role in first contact resolution, ticket ownership and escalation, desktop support, user access, worklist support, and customer service.

POSITION DUTIES AND RESPONSIBILITIES

  • First Contact Resolution
    • Identifies and resolves incidents within agreed Service Level Agreements (SLAs) where possible without referral to 2nd and 3rd level support teams.
    • Fulfills service requests within SLAs that they are capable of fulfilling
  • Ticket Ownership and Escalation
    • Refers to 2nd and 3rd level support teams to resolve incidents that are beyond the scope of the Service Center.
    • Monitors incident trends and identifies recurring incidents that may be major incidents.
    • Immediately escalates major incidents to both internal and external teams, in line with incident management processes.
    • Takes end-to-end ownership of incidents (even after referral), ensuring accurate and timely updates are maintained in ServiceNow.
    • Assigns service requests to correct support team.
  • Desktop Support
    • Provides technical support and troubleshooting guidance pertaining to network, internet, laptop, phone, tablet, and computer issues
    • Assists users with Microsoft Office applications (Word, Excel, PowerPoint, Outlook, Teams)
    • Remotely installs software on PCs
    • Provides mobile devices support related to applications, email, Microsoft Teams
  • User Access
    • Assists users with multifactor authentication for Okta Verify
    • Performs password resets and account unlocks
  • Worklist Support
    • Researches and resolves issues of orders without images
    • Researches and resolves issues of images without order
  • Customer Service
    • Interacts with customers to provide and process information in response to inquiries, concerns, requests
    • Logs tickets that are received from end users through phone calls and emails in ServiceNow.
    • Keeps users and other interested parties informed of incident and service request progress throughout the lifecycle.
    • Creates and maintains strong relationships with the users by effectively managing expectations and inspiring confidence in delivery.

DESIRED PROFESSIONAL SKILLS AND EXPERIENCE

  • Working experience in incident and request management
  • Working experience with a service desk and troubleshooting hardware, software, and networking issues
  • Working experience with a ticket management/service desk system (preferably ServiceNow)
  • Working experience in medically related environment or position
  • Working experience working in an ITIL-based environment
  • ITIL Foundation Certification
  • Help Desk Institute (HDI) Support Center Analyst Certification
  • A+ and Network+ certifications

REQUIREMENTS

  • Two-year technology degree or equivalent combination of industry related professional experience and education
  • Working experience in providing outstanding customer service
  • Working experience in providing technology support or working in a technical capacity
  • Excellent written and oral communication skills
  • Working experience with Microsoft Office products

Radiology Partners is an equal opportunity employer. RP is committed to being an inclusive, safe and welcoming environment where everyone has equal access and equitable resources to reach their full potential. We are united by our Mission to Transform Radiology and in turn have an important impact on the patients we serve and the healthcare system overall. We hold that diversity is a key source of strength from which we will build a practice culture that is inclusive for all. Our goal is to empower and engage the voice of every teammate to promote awareness, compassion and a healthy respect for differences.

The hourly range for this position is $21-$24. Final determinations may vary based on several factors including but not limited to education, work experience, certifications, geographic location etc. In addition to this range, Radiology Partners offers competitive total rewards packages, which include possible incentive and productivity programs, health & wellness coverage options, 401k benefits, and a broad range of other benefits such as family planning and telehealth (all benefits are subject to eligibility requirements).

CCPA Notice: When you submit a job application or resume, you are providing the Practice with the following categories of personal information that the Practice will use for the purpose of evaluating your candidacy for employment: (1) Personal Identifiers; and (2) Education and Employment History.

Radiology Partners participates in E-Verify.