Application Help Desk (Radiology Software/Tech)

Job Overview Are you interested in pursuing a career in technology and healthcare that consistently innovates and leads in patient-driven care, while working with a team that truly cares and supports each other to drive client success in healthcare? Consider Royal…Royal Health Inc is "A leader in healthcare operations technology who leads the market in patient and provider experience". Royal, headquartered in White Plains, NY, is a leading provider of software and services to the healthcare industry, delivering a seamless suite of solutions focused on patient, provider, and operational workflows that optimize engagement across all areas of the exam life cycle. Royal's leadership team is comprised of individuals with backgrounds in technology, business, and clinical operations, as well as deep industry expertise in Healthcare, Data Security, Financial Services, and Information Technology. Key Responsibilities As an Application Support Specialist, you'll play a key role in supporting radiology solutions used by healthcare organizations nationwide. You’ll be the go-to problem-solver for our customers, helping them troubleshoot issues, optimize workflows, and ensure seamless patient care experiences.

• Serve as the primary point of contact for customer inquiries, providing product information and resolving issues promptly and professionally.
• Troubleshoot application and workflow problems, escalating complex issues to management or development when necessary.
• Document all interactions accurately in the ticketing system and maintain organized, up-to-date status updates.
• Deliver exceptional customer service, manage calls, and ensure customer needs are represented throughout the resolution process.
• Support incident, change, and problem management activities, including proactive issue resolution and coordination with internal teams.
• Develop and maintain knowledge resources and contribute to process improvements.
• Assist with system configuration, workflow enhancements, and custom reporting solutions.
• Prepare and conduct customer and internal training sessions as needed.
• Collaborate with senior team members to design solutions, analyze user requirements, and implement best practices.
• Demonstrate flexibility, teamwork, and a commitment to continuous learning in a fast-paced environment.

QualificationsThis opportunity may be right for you if you have:

• Healthcare experience - knows the subject matter of radiology workflows and understanding of systems such as document management, dictation, EHRs, RIS, and PACS
• Minimum 2 years Application Help Desk experience
• Preferred 3+ years of previous clinical information systems experience or equivalent
• Strong knowledge of clinical informatics, data management, reporting, and system administration
• Experience with high-volume support
• Provide high-volume support for healthcare systems, including answering support calls, troubleshooting issues, and ensuring minimal downtime.
• Familiarity with HL7 message formats, types, and message structure.
• History of troubleshooting and diagnosing network-related problems.
• Experience editing and creating PDFs with form fields.
• Familiarity with HTTP protocol and troubleshooting HTTP errors and messages
• Comfort with filtering and searching datasets in Excel, SQL, or other large databases to find relevant information.
• Experience searching log files and logging systems to find potential causes of issues.
• Comfort with using remote PC management tools to connect to remote computers for troubleshooting.
• Highly effective verbal and written communication skills, strong interpersonal skills, and the ability to work independently as well as a member of a team
• Strong problem-solving and critical-thinking skills
• Bachelor's degree in Computer Science, Business Administration, Management Information Systems, or equivalent experience/training
• Previous experience in customer service, sales, or other related fields
• Builds rapport with clients, prioritizes, and multi-tasks
• Adapts to a rapidly growing and changing environment
• Positive and professional demeanor

Additional Information Extra awesome

• IBM Merge, GE, EPIC, Change, NextGen, Imagine, CareStream, or any other software/services vendor in healthcare radiology
• Experience with Healthcare Revenue/Authorization/Pay

Day in the life...

• Start the day reviewing your ticket queue and prioritizing urgent issues.
• Respond to customer inquiries via phone, email, and the support portal, providing clear and timely updates.
• Troubleshoot technical problems, from user access to workflow configuration, and escalate complex cases when needed.
• Collaborate with team members and developers on advanced issues, sharing updates and solutions.
• Document resolutions and add new knowledge articles to help both customers and teammates.
• End the day by checking for any pending high-priority tickets, ensuring customers have updates before the close of business.

Benefits:

• Competitive health plans (medical, dental, & vision insurance)
• Generous PTO & Holidays
• 401(k) with company match
• Telemedicine healthcare visits
• Savings accounts (FSA, HSA, DCA)
• Life insurance & disability insurance options
• Casual office environments & Opportunity to work remotely