Radiology Partners

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. 

WHO WE ARE AND WHAT WE DO 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, our mission is to transform radiology by innovating across clinical value, technology, service, and economics, while elevating the role of radiology and radiologists in healthcare. 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.

WHY RADIOLOGY PARTNERS AND/OR DEPARTMENT:

• Competitive Benefits package – Eligibility starts the month after hire, with tiered options to choose from.
• Compensation Reviews, Career Growth Opportunities
• Flexible Remote Schedules
• Generous PTO Plans and Paid Holidays
• Proudly Certified as a Great Place to Work for Five Consecutive Years

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

• 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.

• 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

• Researches and resolves issues of orders without images
• Researches and resolves issues of images without order
  

• 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
  

• 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

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).

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. 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. Beware of Fraudulent Messages: Radiology Partners will never request payment, banking or other financial information in exchange for interviews or as part of the hiring process. Additionally, we will not send checks for deposit into your bank account at any stage of recruitment. All communication during the interview and hiring process should come from an email address ending in “@radpartners.com.” If you suspect you are receiving a fraudulent job offer or solicitation from Radiology Partners or one of our local practices, please email recruiting@radpartners.com to notify our team.