Clinical Applications Support

Job Description

Job Description

Rezolut is a national emerging platform of diagnostic medical imaging services. Our vision is to provide topnotch patient care partnered with innovative technology to achieve better health outcomes.

We are seeking a team member to provide Clinical Applications Support at an entry level to our imaging centers. Under the direction of the Clinical Systems Manager, the Clinical Applications Support member will assist our end users so that they may better assist patients.

Must operate with attention to detail, possess a willingness to learn, efficiently prioritize and complete tasks, be able to make strong professional judgments, provide quality customer support, communicate effectively, and maintain a collaborative working relationship with coworkers and center staff.

RIS / PACs or healthcare experience desired, but this role will build upon the skills listed above, and help you grow your Healthcare IT career.

This is an onsite position. The candidate must reside in or near any of the following areas : Tucson, AZ; New Windsor, NY;

Kingston, PA; Allentown, PA

Essential Duties and Responsibilities :

• Provide remote and / or onsite support for RIS / PACS and mammo reporting systems. Assist clients with application setup, password resets, and basic troubleshooting across Rezolut clinical applications.
• Deliver exceptional customer service, ensuring a high level of satisfaction for end-users. Communicate effectively with users to provide timely updates and resolve issues efficiently.

Manage user expectations and ensure prompt resolution of issues.

• Maintain a strong focus on customer satisfaction by providing timely, professional, and courteous support to all users, prioritizing their needs and concerns.
• Work within Freshdesk to log, track, and resolve trouble tickets. Maintain up-to-date and thorough documentation of each issue, ensuring accurate record-keeping and clear communication.
• Ensure tickets are handled efficiently, working to meet response time targets and resolve issues in a timely manner. Escalate more complex issues as needed.
• Maintain thorough and accurate client documentation, including application and tool configurations, ticket history, and resolution steps.

Ensure documentation is updated regularly to reflect changes and new solutions.

Work effectively within a team structure, collaborating with other IT professionals to troubleshoot and resolve issues that require escalation.

Assist team members when needed, fostering a collaborative environment.

• Perform basic Tier 1 troubleshooting, including diagnosing and pinpointing issues related to RIS / PACS functions, browser issues, and software configuration.
• Create portal logins using best HIPAA practices within the guidelines laid out by the Clinical User Support Manager in creation and communication around those logins.
• Participates in on-call support of PACS and other imaging systems.

Qualifications : Knowledge

Knowledge

• Knowledge of radiology operations and workflow desired
• Knowledge of RIS / PACS systems desired

Skills

• Demonstrate logical problem solving and issue resolution while considering end users’ needs
• Superior customer service skills
• Attention to detail
• Willingness to learn and desire to develop your clinical systems career

Abilities

• Ability to analyze and prioritize tickets, escalating as needed.
• Ability to communicate effectively and efficiently with internal and external customers
• Education
• High School diploma or equivalent.

Experience

• Basic computer knowledge and comfort level.
• Familiarity with specific radiology information applications such as PACS, Fluency, Electronic Health Records, and Radiology Information Systems preferred.
• Knowledge of radiology department workflow and various imaging modalities a plus.

What We Offer

• Immediately accrue PTO as you work! (Full Time)
• 6 Observed Holidays
• Medical, Dental, Vision, Life and other voluntary insurances for full-time employees
• 401(k) Retirement plan
• Employee Assistance Program
• Rezolut University, a career pathways program to help further your career!
1 day ago