Operations Call Center Representative

At Real Radiology we are on a mission to improve patient outcomes by ensuring our clients and radiologists have the tools, resources, and support they need to succeed. We are a physician-owned teleradiology company that is committed to seamless operations, innovative technology, and exceptional services.

Be part of a team that’s transforming healthcare through meaningful impact. Here, collaboration, passion, and adaptability drive everything we do!

Summary

The Operations Call Center Representative is a vital part of the Operations team, serving as a point of contact between Radiologists, physicians, nursing staff, technologists, and both internal and external customers. This role supports the efficient flow of communication, contributing directly to the quality and timeliness of patient care. The ideal candidate will demonstrate excellent customer service skills, strong attention to detail, and the ability to manage high call volumes in a professional and efficient manner.

Job Functions

• Professionally manage inbound and outbound calls
• Serve as a liaison by addressing inquiries regarding the status of studies images, and reports
• Accurately route calls and escalate issues
• Ensure timely and accurate documentation of call interactions, including results reporting
• Manage incoming faxes
• Provided site call in status updates on exams
• Ensure compliance with American College of Radiology (ACR) and Joint Commission Standard (JC)
• Provide accurate documentation needed to Lead for entry of IT tickets
• Participate in project-based assignments
• Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA)
• Contribute to a collaborative team environment

Preferred Talents

• Customer service and interpersonal skills with a professional and courteous demeanor
• Strong attention to detail
• Ability to follow standardized procedures and protocols
• Collaborative team mindset
• Exceptional verbal and written communication
• Proficient in Microsoft Office Suite and ability to learn specialized systems
• Demonstrates initiative and ability to work independently
• Ability to multi-task, prioritize, and manage time effectively
• Adaptability, flexibility, and comfortable working in a high call volume environment

Qualifications Preferred

• High School Diploma
• Minimum of 1 year of customer service experience, preferably in a call center or healthcare-related setting
• 1–2 years of telephone-based support experience
• Familiarity with medical terminology or previous experience in a healthcare environment