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 At Virtual Radiologic (vRad) you make a difference.  Your skills, energy, and passion for results drive us to achieve strategic growth objectives and deliver quality patient care across the United States.

Virtual Radiologic is a national radiology practice and leader in the development of radiologist workflow technology. The dedication of vRad team members enables us to sustain our unique market-leading position and to provide the best quality and service to our customers and the patients we jointly serve.  vRad team members exhibit energy and a passion for service excellence in our casually professional and collaborative work environment. We continually reward team members who embrace our fast-paced culture and who go the extra mile for our customers with internal recognition programs.

At vRad you make a difference.

WE ARE CURRENTLY LOOKING FOR AN OPERATIONS SUPPORT SUPERVISOR.

*This is an overnight position working 4:00pm-2:00am CT Wednesday-Saturday*

This is a hybrid role based out of our Eden Prairie, MN office.

The Operations Support Supervisor (OSS) is responsible for overseeing the functional workflow of the Operations Support Representatives (OSR) ensuring timely execution of all functional OSR responsibilities. The OSS is physically mobile in the Operations Center (OC), coaching the representatives at their workstations and will be virtually present to coach and train in remote situations. The OSS is responsible for staying abreast of workload, issues and technical difficulties at all times and performs first-level troubleshooting, answers questions by all OSRs and escalates issues to the appropriate resource. The OSS acts as primary supervisor for OC Reps and performs quality assurance of OSR work performed; the OSS assumes functional responsibility for the entire OC in the absence of an OC Manager and/or Production Control Supervisor; ensuring that we are efficiently meeting the needs of our clients and radiologists.

The Operations Center at vRad provides world-class customer support to our clients by monitoring and facilitating radiology workflow processes that are critical to patient care on a 24/7 basis for hospitals, clinics and radiologists.  To effectively meet this need, the Operations Support Representatives provide constant monitoring of incoming orders and images to: (i) ensure that all relevant clinical information has been submitted; (ii) complete data order entry, on both a proactive and reactive basis; and (iii) identify and/or troubleshoot non-technical issues.

The Operations Center and its staff play a crucial role in assisting doctors and technicians when patient care requires additional information or radiologist-to-hospital conference calls. Properly supporting these activities requires processing a high volume of inbound and outbound phone calls with professional, courteous, and effective communication. Due to the nature of this business and its critical role in facilitating emergent patient care, multi-tasking, following procedure, extreme attention to detail, relationship management, regular and reliable attendance, and a sense of urgency are required.

Essential Duties and Responsibilities:

• Provide regular, reliable, and timely attendance for scheduled shifts
• Act as primary supervisor, overseeing the functional OSR responsibilities during core business hours
• Mentor, coach and motivate OSRs to ensure timely and accurate performance of all functional responsibilities
• Maintain ownership of the coaching and development process for OC team members
• Ensure that all team members perform with a high customer service focus; delivering excellent customer satisfaction and high client retention
• Foster, promote and contribute to a positive team environment
• Assist and contribute information and criteria to be used in OSR performance evaluations
• Generate accurate and professional daily/nightly operations reports
• Ensure that complete and accurate communications occur with customers regarding any issues including those that require escalation for resolution
• Assists Operations Center and technical support staff with problem resolution and escalation
• Manage the telephone quality audit and monitoring process ensuring written and verbal performance feedback to all OSRs; monitor OSRs’ call techniques and proactively addresses performance issues on a continual basis
• Provide recommendations and assist in maintaining the Operations Center Training Manual as well as all training for OC team members
• Take ownership of monitoring the customer service experience for all new vRad clients during their first week of coverage (“honeymoon phase”)
• Escalate issues to appropriate resource
• Assume functional responsibility for the OC in the absence of the OC Manager and/or PCS Supervisor ensuring the needs of our clients and radiologists are met (This includes possible on-call shifts)
• Other duties as assigned

Qualifications/Education:

• Minimum 5 years’ work experience required
• Previous lead or supervisory experience required
• Previous experience in the medical or healthcare field a plus
• Ability to lead a team and lead by example
• Ability to mentor and develop employees of varying abilities and experience
• Ability to create a professional, courteous and respectful environment
• Ability to multi-task
• Strong understanding of work flows and procedures
• Extremely detail oriented
• Strong organizational and prioritizing techniques
• Strong sense of urgency
• Proficiency in PC based applications
• Experience in WFM, scheduling and forecasting a plus