The IT Clinical Operations Support Specialist serves as a key liaison between physicians, customers, and IT Operations. This role is responsible for delivering high-quality support, facilitating communication, and ensuring a positive technology experience across clinical operations. The Specialist fosters an environment that embraces new technologies and industry best practices, using these tools to enhance efficiency, elevate service delivery, and support the organization’s commitment to exceptional patient care.

Essential Responsibilities

Radiologist Support & Workflow Management

(Everything directly supporting radiologists and dictation workflow)

• Gather required information for dictation (prior images/reports, clinical history, missing images, missing/incomplete orders).
• Assist with voice recognition software issues (addendums, accession fixes, correction of errors).
• Push PET, cardiac, and SPECT images to Mirada workstations (for all non-OH sites).
• Locate provider contact information for radiologists communicating critical findings.
• Escalate reads based on patient care needs (upcoming appointments, worsening symptoms).
• Provide password reset support when requested.
• Receive and relay non-urgent messages from referring providers.

Clinical Customer Support & Site Liaison

(Everything involving communication with imaging sites, referring providers, and customers)

• Connect sites with the appropriate sub-specialty staff or requested radiologist.
• Check case status and validate receipt of images for requesting sites.
• Correct image-related issues (wrong accession number, MRN, study description, or incorrect images).
• Notify sites of unplanned LucidHealth software downtime.
• Ensure images are complete and match orders in PACS (COUG, HMA).
• Enter orders and ensure markups are completed prior to surgery dates (Dynacad in ServiceNow).

IT & System Issue Triage

(Everything involving system issues, incident handling, IT escalation)

• Inform providers of urgent/incidental findings at the radiologist’s request using the ServiceNow communication board.
• Communicate Tech QA feedback to site imaging managers.
• Escalate technical/system issues to OPS, ITSD, or L2 and submit ServiceNow tickets.
• Monitor ServiceNow “None” column for incoming site email tickets.

Image & Study Quality Assurance

(Everything involving auditing, verifying, fixing, and monitoring image workflow)

• Monitor unread case folders in Rad Assist to ensure timely dictation.
• Audit images in PACS (verify “dictated” studies; return incorrectly marked studies to unread list).
• Monitor broken study emails and correct issues.
• Monitor non-credentialed radiologist emails; route studies appropriately.
• Call Genesis and RMH regarding delayed TAT during PM, overnight, and weekend shifts.

Other Duties

• Perform other duties as assigned.

Knowledge & Skills

• Strong Attention to Detail and Accuracy
• Proficiency in Microsoft Office Applications
• Excellent Written and Verbal Communication Skills
• Organizational and Time Management Skills
• Efficient and Accurate Data Entry Capabilities
• Technical Aptitude and Problem-Solving Skills
• Customer Service Orientation
• Ability to Work Independently and Collaboratively

Education & Experience

• Associate degree in Health Information Technology, Healthcare Administration, Radiologic Technology, Information Technology, or a related field preferred.
• High school diploma or GED required.
• 2–3 years of experience in a healthcare setting, radiology environment, or clinical operations role preferred.
• Experience working with imaging systems such as PACS, RIS, dictation systems, or similar medical imaging platforms preferred.
• Customer support or help-desk experience in a clinical or IT environment highly beneficial.
• Experience working with ServiceNow or another ticketing system preferred.
• Prior experience in data entry, workflow coordination, or administrative support within a fast-paced healthcare organization strongly preferred.

Work Environment

This position currently operates in a remote work environment with heavy computer-based tasks and frequent communication with radiologists, imaging sites, and IT teams. The role requires the ability to multitask, manage time-sensitive requests, and maintain accuracy in a fast-paced setting. At any time, the company may require the position to transition to an onsite work environment.