Solutions Center Specialist - Full Time - Remote

Experity is a mission-driven team transforming on-demand healthcare across the U.S., empowering urgent care clinics with industry-leading software that makes care faster, easier, and more patient-focused. Joining us means doing meaningful work that directly improves the healthcare experience for millions—from helping families access care quickly to ensuring clinics run smoothly behind the scenes. If you want to make a real impact alongside innovative, dedicated teammates while contributing to a trusted platform that’s becoming the operating system for on-demand care, Experity is the place to grow your career. Experity offers the following: Benefits – Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision. Ownership - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful! Employee Assistance Program - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more. Flexibility – Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance. Paid Time Off (PTO) - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones. Career Development – Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals. Team Building – We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party. Total Compensation - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security. Compensation: Budgeted between $17 and $20 hourly dependent upon applicable experience. Remote: Experity offers Team Members the opportunity to work remotely or in an office. The Solutions Center Specialist – Workflow is responsible for supporting Clients and Radiologists while actively managing the teleradiology workflow to ensure studies are interpreted within contracted turnaround times (TAT) and service expectations. The primary function of this position is Workflow Operations , including monitoring the live study queue, managing radiologist workload and case assignments, identifying and responding to coverage gaps, communicating directly with radiologists, and proactively adjusting workflow based on study volume and operational needs. This position provides dedicated afternoon and evening operational coverage and is regularly scheduled Monday through Friday, 2:00 PM–10:00 PM Eastern Time . The Specialist is expected to maintain strong situational awareness throughout the shift, anticipate workflow and coverage risks, and take appropriate action or escalate concerns to ensure continuity of service. Responsibilities: Triage inbound calls and chats from centers inquiring about matters related to: submitting cases for reinterpretation, changing patient demographics, checking on the status of a live study, requesting to speak directly with a radiologist, or submitting a complaint. Make outbound calls to centers to notify them of positive or critical findings Make outbound calls to centers to retrieve any needed information pertaining to studies that radiologists need. Clearly and actively communicate with the internal team while on shift to support the operation. Monitor the live queue and ensure all live cases are being read within the contracted time, notify radiologists if a case is low, and reassign cases if needed. Communicate with radiologists on anything that needs to be addressed, such as rereads or missing information (missing images, history, demographics, etc). Provide Level I support to centers and rads; submit IT tickets when needed. Monitor auto-assign rules and manually assign specialty cases. Gather necessary information related to client inquiries and communicate with the appropriate departments to ensure timely resolution. Reference and interpret Standard Operating Procedures (SOPs) and other internal resources to provide accurate information and guidance. Stay current on email communications, process updates, and procedural changes to ensure compliance and accuracy. Communicate effectively and professionally with cross-functional teams via Microsoft Teams and other internal communication channels. Manage multiple tasks simultaneously while maintaining accuracy and efficiency in a fast-paced environment. Navigate and utilize multiple systems, applications, and browser tabs proficiently to complete daily responsibilities. Proactively seek guidance from a direct manager when clarification or support is needed regarding new processes or procedural changes. Monitor clinical addendum entries and call on as needed Contact radiologists in a timely manner regarding cases without coverage to ensure contracted turnaround times (TAT) are met. Proactively reassign cases to the appropriate radiologists to maintain workflow efficiency and service level expectations. Enter radiologist schedules into the PACS system at the beginning of each shift to ensure worklists activate and deactivate at the appropriate times. Monitor radiologist attendance to confirm timely shift start and ensure worklists are cleared at the end of each shift. Notify radiologists of aging or outstanding study dates requiring attention. Respond promptly and professionally to incoming messages from radiologists and address inquiries accordingly. Accurately document all schedule changes and key updates in the end-of-shift report each shift. Other duties as assigned. Workflow: Assist with any needs such as adjusting rad queue sizes and calling in rads if volume increases and the need is there when scheduled as Weekend Manager. Ensure Unscheduled PTO shifts are adequately staffed and serve as back up to work Ops or Communications functions if needed during Weekend Manager. Determine if radiologists can be turned on for specific facilities based off of the "no fly list" Accurately turn radiologist privileges on and off on an as needed base Determine when volume calls for radiologist outreach Prepare for upcoming gaps and scheduling issues during each weekend manager/workflow shift. Maintain radiologists queue sizes based on different volumes throughout the day Monitor the unassigned tab for studies that have issues automatically assigning out Bring attention to any concerns or new ideas to the workflow coordinator and/or management Reporting as requested Education and Experience: Four years of related experience in basic computer skills, clerical work, help desk call center environment, or customer service. Three years PACS experience. Excel experience Proficient in Outlook Travel: Ability to travel Every team member exhibits our core values: Team First Lift Others Up Share Openly Set and Crush Goals Delight the Client #LI-REMOTE Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.