Medical Support Specialist (Overnight)- Eden Prairie, MN

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 (3) 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
  • Monitor incoming orders and images to ensure that all necessary clinical information has been submitted (including image count verification)
  • Perform outbound calls requesting missing images, orders, worksheets or other information requested by doctors
  • Perform data entry of faxed orders
  • Verify hospitals requesting service are covered at the time of request
  • Answer inbound calls
  • Coordinate conference calls for doctors/RNs/rad techs
  • Identify and trouble-shoot issues (i.e. mismatched studies, etc.)
  • Provide documentation of all study activity
  • Other duties as assigned



  • No education required
  • Overnight experience preferred
  • Two or more years of customer related experience in a contact center environment preferred
  • Excellent verbal and written communication skills required
  • Strong sense of urgency and ability to multi-task
  • Ability to work in a team environment as well as work independently
  • Telephone etiquette skills are essential
  • Medical background a plus
  • Professional, courteous and respectful demeanor
  • High level of attention to detail necessary
  • Strong organizational and prioritization abilities
  • Demonstrates sound judgment and decision making abilities
  • Proficiency in a PC environment utilizing software/programs including Windows, Internet, Instant Messaging/Virtual Chat and general e-mail tools


Job Classification:


Sedentary – Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently.  A sedentary job involves sitting most of the time.