The Clinical Operations Support Lead provides advanced support to physicians, customers, and IT Operations while assisting with coordination of daily clinical support activities. Reporting to the Clinical Support Services Manager, this role serves as the primary escalation point for workflow, system, and site issues and helps ensure efficient operations, timely case management, and consistent service delivery.
This is a non-supervisory role. The Lead provides day-to-day guidance and direction related to tasks and workflows but does not have direct supervisory responsibilities.
ESSENTIAL RESPONSIBILITIES
- Serve as the primary escalation point for clinical operations issues and assist with real-time problem solving to maintain workflow continuity.
- Support daily operations by monitoring worklists, turnaround times, and support queues to ensure timely case processing and resolution.
- Provide task-based guidance and direction to team members to support workflow efficiency and consistency.
- Assist with staff coordination, including schedule adjustments and coverage planning, in partnership with the Manager.
- Provide advanced radiologist and site support, including resolving image and order discrepancies, assisting with dictation system issues, and supporting urgent communications.
- Act as a liaison between radiologists, sites, IT, and internal teams to facilitate communication and resolve operational or technical concerns.
- Troubleshoot system and workflow issues, escalate to IT or Level 2 support as needed, and monitor tickets through resolution.
- Support onboarding and ongoing training by reinforcing workflows and best practices.
- Assist the Clinical Support Services Manager with investigating site concerns, delays, and workflow challenges, escalating as appropriate.
- Participate in Manager-on-Duty (MOD) coverage as needed.
- Perform other duties as assigned.
- Strong understanding of clinical operations and radiology workflows
- Effective problem-solving and decision-making skills
- Strong communication and organizational abilities
- Attention to detail and ability to manage multiple priorities
- Proficiency with Microsoft Office and clinical systems (PACS, RIS, dictation)
- Experience with ticketing systems such as ServiceNow
- Ability to work independently and support team coordination
EDUCATION & EXPERIENCE
- High school diploma or GED required; associate or bachelor’s degree in a related field preferred.
- 3+ years of experience in healthcare, radiology, clinical operations, or IT support
- Prior experience in a lead or senior support role preferred
- Experience with PACS, RIS, dictation systems, and workflow tools
- Familiarity with ServiceNow or similar platforms preferred
WORK ENVIRONMENT
This is a remote, hourly non-exempt position requiring frequent computer use and communication with clinical and technical teams. The role may require flexible scheduling, including evenings, weekends, holidays, and on-call or MOD coverage. The company may require a transition to an onsite environment as needed.
