Providing advanced, clinically-useful radiology interpretations is certainly part of our offering, but we also strongly believe that it is just as important to focus on building relationships and trust with our clients. It is critically important to us that our customers have a positive and personalized experience working with our team; we therefore work hard to ensure our radiologists have the support and assurances they need to provide the best service possible to our client-base. As a result, our Services team, segmented across four distinctive groups – Radiologist Services, Client Services, Quality Assurance, and Radiologist Support – works to support our radiologists with maintaining a quality offering that provides patients with the best possible care, and a communicative relationship with all of our customers.
“Our Services team has evolved into a collaborative and comprehensive group that can respond to the full scope of any situation a radiologist may encounter in his or her day-to-day work. From receiving issues 24/7/365, to coordinating the right resources, and problem-solving to the end-result to ensure a fast turnaround, I’m proud to be part of a team that always puts the needs of our customers and their patients first.” – Daniel Scoper, Manager of Services
Each group functions as an important cog in the service machine, working together to ensure that everyone has the best experience possible:
The Radiologist Service department maintains schedules for over 80 radiologists, to ensure coverage for more than 360 sites nationwide, managed through our Radiologist Services Coordinators, which is an instrumental position within our team. This position is responsible for determining schedules based on operational needs, the analysis of new and current client volumes, and assisting in the on-boarding of new clients and team members. Our Radiologist Service Coordinators have an incredible attention to detail and are motivated by their beliefs in quality patient care and client/radiologist satisfaction.
Client Services is responsible for cultivating and maintaining strong customer relationships, working closely with the customers, our radiologists, and other internal teams – to assess performance and quality improvement initiatives to ensure ongoing client satisfaction. Through this collaboration, questions are answered, support issues are resolved, quality is improved, and relationships are nurtured. When a customer is questioning which team is most appropriate to relay a question or concern, Client Services is available to vet the information, and connect the customer to the experts that will provide the right answers/resolutions. Due in part to the broad spectrum of possible questions/concerns encountered, it is evident that Client Services must have a clear understanding of all systems and workflows. With the ultimate goal in sight – excellent patient care – Client Service’s building of customer trust and rapport is key. We are grateful to have the opportunity to work closely with 150+ contracted groups and their staff.
The Quality Assurance department is responsible for cultivating and maintaining strong radiologist and client relationships. Our Quality Assurance Coordinators work closely with the Quality Assurance Committee and Client Services team to provide exceptional customer service by communicating prompt, courteous responses to all clients and radiologist requests. Quality Assurance compiles, organizes and monitors quality assurance workflow and data. This position is also responsible for compiling and providing our 360 sites with Monthly, Quarterly, On-going Professional Performance Evaluation, Focused Professional Performance Evaluations, and Annual Quality Reports. They are also responsible for compiling and providing our 80 radiologists with detailed review of their performance. Our Quality Assurance Coordinators have an incredible attention to detail and are motivated to ensure our patients are receiving the best possible care.
The Radiologist Support department is integral in assisting the radiologists, clinicians, and technologists in providing efficient and exceptional patient care. Radiologist Support is responsible for study allocation in the STAT and non-emergent queues to ensure the best possible turn-around times and interpretations according to modality specialty and workload. Radiologist Support performs several tasks that impact studies such as retrieving prior imaging, additional histories, and necessary documents for comprehensive reporting. We often provide troubleshooting support for issues that our radiologists encounter in their day-to-day responsibilities, where occasionally we will coordinate IT support as needed. Radiologist Support assists the radiologists in relaying positive findings to the clinical teams that could impact diagnosis, care, and treatment. Understanding that performance and communication with our customers is paramount, Radiologist Support is available 24/7/365 to help all that are involved in caring for the patient do their best work.