Customer Service Agent - HealthTech

About Radin Health

Radin Health is a rapidly growing Healthcare SaaS company transforming the radiology space with AI-powered, cloud-based software. Our suite of solutions includes Radiology Information Systems (RIS), PACS, Voice Dictation (Dictation AI), Patient Engagement, and Revenue Cycle Management, built specifically for imaging centers and teleradiology providers.

Position Overview

We are hiring a Customer Service Agent who is fluent and highly proficient in spoken and written English. In this role, you will support healthcare professionals and technical staff using our software products. This position requires exceptional verbal clarity, strong written communication, attention to detail, and the ability to provide accurate, timely assistance in a professional and respectful manner.

Clear, confident English speaking skills with a neutral or minimal accent are required, as this role involves frequent real-time communication with U.S.-based healthcare providers over phone and video.

Candidates with experience supporting radiology or healthcare software in a B2B SaaS setting will be strongly preferred.

Key Responsibilities

• Provide high-quality customer support via phone, email, and chat in clear, professional, and easily understandable English
• Communicate effectively with U.S.-based clinical and technical users, ensuring clarity in live conversations and issue explanations
• Troubleshoot user issues related to RIS, PACS, Dictation, or patient portal access
• Create detailed support tickets and professional documentation of client interactions
• Follow defined procedures for escalation, triage, and resolution
• Ensure compliance with HIPAA and data security protocols in every interaction
• Contribute to the internal knowledge base and assist with support process improvement
• Uphold our customer-first culture through empathy, clarity, and reliability

Required Qualifications

• Minimum 2 years of experience in a customer support role, preferably in SaaS, healthcare IT, or medical imaging
• Fluent spoken and written English (C1 level or higher) with strong verbal clarity and a limited accent
• Must be easily understood by U.S.-based customers during live phone and video interactions
• Must be able to clearly articulate technical issues and document interactions professionally
• Experience with support tools such as Jira, Zendesk, Freshdesk, or similar platforms
• Familiarity with medical or radiology terminology (e.g., PACS, RIS, HL7, DICOM)
• Basic technical troubleshooting ability (web-based tools, log collection, resets)
• Ability to work flexible hours, including U.S. business hours, evenings, weekends, or on-call shifts, if required
• Excellent problem-solving and analytical skills
• Proficiency with CRM software, ticketing systems, and office tools (e.g., Microsoft Office, Google Suite)
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously

Preferred Experience

• Prior support experience in radiology, imaging centers, or teleradiology groups
• Familiarity with HIPAA regulations and patient privacy compliance
• Experience supporting cloud-based healthcare SaaS platforms
• While additional language skills may be beneficial, this role is conducted primarily in English, and exceptional English fluency is required.

What We Offer

• Remote-first, collaborative work environment
• Supportive and structured onboarding and training
• Growth opportunities into Tier 2 Support, QA, or Client Success roles
• Competitive compensation and benefits