Envision Healthcare

  • Customer Support Rep II

    Job Locations US-OH-Beachwood
    Company EVPS
    Requisition ID
    Practice Support
  • Overview

    Envision Physician Services is a multispecialty physician group and practice management company. Established in 1953, our organization provides anesthesia, emergency medicine, hospital medicine, radiology, primary/urgent care, surgical services, and women’s and children’s health services to hospitals and health systems nationwide. Sheridan Healthcare, EmCare, Reimbursement Technologies and Emergency Medical Associates have recently joined forces to form Envision Physician Services.  As one organization, we now provide a greater scope of service than any other national physician group. Our collective experience from hundreds of local, customized engagements, culture of continuous lean process improvement, and team of experts in the business of healthcare enable us to better solve complex problems and consistently give healthcare organizations confidence in our execution. Our combined organization serves more than 780 healthcare facilities in 48 states and the District of Columbia.

    If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence and integrity, then this may be a great next step in the advancement of your career.


    We currently have an exciting opportunity available for an experienced Customer Support Rep II. This is a remote (work from home) opportunity.


    The Customer Support Rep II is responsible for enhancing and promoting the efficiency of imaging systems that are being utilized by Radiologists. The Representative acts as a point of contact for contracted hospitals, providers, and other client-based requests.


    Essential Duties and Responsibilities

    • Provide extensive support to each hospital by assisting with following:
      • Cases transmitted incorrectly or cases hung up in transmission
      • User error, such as cases being sent with incorrect patient demographics
      • Username and password registration/password reset
      • Timely readings of radiological studies
      • Assist in diagnosing QA cases
    • Assist with any consultations requested between hospitals and radiologists
    • Communicate with hospital to correct any studies that transmit incorrectly
    • Communicate any discrepancies to hospital accordingly, as well as all critical results and addendums
    • Communicate any addendums to providers accordingly
    • Responsible for monitoring all incoming studies to PACS and to ensure all studies come across the system properly
    • Keep a log of all phone calls made to and from hospitals, physicians, techs, IT, etc
    • Assures good communication between physicians, hospitals, and internal departments
    • Assists the Director with the data entry of discrepancies and any other data pertinent to quality reporting, as well as assists with peer review and other quality metrics assigned
    • Assists the Practice Managers with assigned tasks and projects as needed
    • Notify vendors of equipment failure and schedule repairs.
    • Maintain an emergency facility maintenance guide which includes contacts for all problems relating to electrical, HVAC, and plumbing.
    • Assist and complete requests from Director, Practice Manager and Quality team
    • Perform other duties as may be assigned by physicians, director, and Sheridan.
    • Other duties as assigned
    • Reads and abides by the company’s code of conduct, ethics statements, employee handbook(s), policies and procedures and other corporate mandates, including participation in mandatory training programs
    • Reports any real or suspected violation of the corporate compliance program, company policies and procedures, harassment or other prohibited activities in accordance with the reporting policies of the company
    • Obtains clarification of policy whenever necessary and may use the resources available through the Compliance, Human Resources or Legal Department to do so
    • Support and abide by the values of the company
    • Excellence – Going above and beyond to deliver the highest quality care and experience to our patients and teammates
    • Collaboration – Being inclusive and supportive of one another to deliver improved outcomes to our patients and teammates
    • Ethical Responsibility – Acting with the utmost integrity and doing the right thing, even when nobody is watching
    • Engagement – Promote an environment where clinicians and teammates thrive, feel passion and joy for what they do, take care of each other, and are proud of who we are and what we do.



    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

    • Good organizational skills
    • Communicate and work well in a team environment
    • Follow up in a timely manner on open items
    • Able to effectively prioritize work on a daily basis



    • High School Diploma or General Education Degree (GED) and 1 or more years of Customer Support experience, preferably in Imaging Systems Support Services



    Computer Skills

    To perform this job successfully, an individual should have knowledge of:

    • Microsoft Office Suite

    Certificates and Licenses (if applicable)

    • None


    In this remote position, we will provide your workstation and phone! You must be able to physically connect to a high speed ISP (modem/router) using a provided network patch cable. (Wireless is not recommended as a primary connection.) If the ISP modem/router is not located in the same room/office where your shift will be performed, then please investigate moving the modem/router or running network cabling between the two locations.


    Wireless should only be used as a backup/secondary method of connectivity due to fluctuations in signal strength and interruptions by nearby access points. These fluctuations/interruptions can create an unreliable connection to our VoIP and other systems. Wireless connectivity is also less secure than a hardwired connection.


    If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a competitive salary and a comprehensive benefits package.


    Envision Physician Services uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.


    Envision Physician Services is an Equal Opportunity Employer.


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