Associate User Support Analyst - Radiology, Hybrid

Overview

Supports and assists in the provision of high-quality professional Radiology services to Dartmouth Health and its contracted hospitals. Assists Radiologists with the communication of critical patient results to ordering providers. Creates addendums to radiology reports on behalf of radiologists to ensure complete and accurate patient medical records. Able to work as part of a team. Provides frontline technical support to radiologists, in-person, by telephone, or in other communication venues for complex workflows and/or processes. Provides frontline technical support to regional partner radiology technologists, by telephone or other communication venues to correct image and report transmission issues. Super User in all radiology IT systems to troubleshoot and resolve issues related to image and report movement between facilities.

Responsibilities

• Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues.
• May monitor team work queues and takes ownership of tickets according to priority and daily assignments.
• Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
• Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.
• May provide analysis functions in support of special projects.
• Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management.
• Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
• Networks and collaborates with other IS teams.
• May present information in small group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.
• May manage single-person projects as assigned, using proscribed workflows from inception through completion.
• Performs other duties as required or assigned

Qualifications

• High school diploma or equivalent preferred

Required Licensure/Certifications

• None