Coordinator, Teleradiology

The Coordinator, Teleradiology provides responsive and compassionate service to radiologists, VetRad clients, referral partners, and MedVet healthcare teams. The Coordinator serves as an initial point of contact for service requests, documents and triages inquiries, resolves routine client and workflow issues using established procedures, and coordinates escalation when additional technical or operational support is required. This role requires strong communication, attention to detail, sound judgment, and the ability to learn teleradiology workflows, systems, and veterinary terminology while managing multiple priorities.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO

• Serve as an initial point of contact for radiologists, VetRad clients, referral partners, and MedVet healthcare teams seeking teleradiology services or workflow support.
• Support new-clients and user onboarding by collecting required information, communicating standard processes, and coordinating assigned onboarding activities.
• Answer incoming calls and manage voicemail and shared email communications; respond, route, or assign requests to the appropriate caregiver and document communications in the designated system.
• Respond promptly to client requests received during established business hours and communicate anticipated next steps or escalation status.
• Document, categorize, and triage service requests based on urgency, impact, and required expertise.
• Resolve routine client-service and workflow inquiries using approved procedures and knowledge resources.
• Escalate technical, connectivity, access, imaging-workflow, or system issues to the appropriate support team and provide status updates to the requesting user in accordance with established support procedures.
• Process authorized client payments and assist with routine payment-related questions, escalating account issues to the appropriate Finance resource.
• Deliver established training and guidance to clients and users on teleradiology workflows, basic system navigation, and available support resources.
• Accurately document requests, actions taken, escalations, and resolutions in the applicable work-management system.
• Identify recurring client concerns and recommend opportunities to improve processes, training, documentation, and the user experience.
• Maintain the confidentiality and security of client, payment, business, and other sensitive information in accordance with company policies and established procedures.

KNOWLEDGE, SKILLS, AND ABILITIES

The successful candidate has a minimum of two years of experience in customer service, healthcare support, veterinary support, technical support, or a related field, or an equivalent combination of education and experience. Experience supporting technology-enabled healthcare or veterinary workflows is preferred but not required.

In addition, this position requires:

• Strong verbal and written communication skills
• Ability to communicate routine technical and workflow information in clear, nontechnical language
• Ability to accurately document client requests, actions taken, and resolutions
• Ability to prioritize and manage multiple concurrent requests in a fast-paced, service-oriented environment
• Ability to recognize when an issue requires escalation and follow established escalation    procedures
• Proficiency with Microsoft 365 applications and work-management or ticketing systems
• Ability to learn teleradiology systems, workflows, and veterinary terminology
• Strong attention to detail, organization, and follow-through
• Ability to handle payment, client, and business information confidentially
• Ability to work independently while collaborating effectively with remote and cross-functional teams

The posted range for this position is $21-$35hr which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.

MedVet offers competitive compensation and full benefits package, including paid time off, health insurance, dental, vision, and 401K. 

Come as you are. MedVet is an equal opportunity employer. We are also a drug-free organization; therefore, employment with MedVet is dependent upon the passing of a drug screen and background check. 

MedVet does not accept unsolicited resumes from third-party recruiters.