Workflow Operations Manager

Imagen Technologies is a high growth healthcare startup enabling patients to be diagnosed, treated, and managed at their primary care appointment (vs. having to refer out to hospitals, imaging centers and other slow and expensive options). Today, we’ve built an AI-enabled platform that enables patients to receive immediate diagnostic tests, immediate results, and immediate next steps – all in a single Primary Care appointment. For example: through our platform, women across the U.S. are now receiving comprehensive breast imaging, results, and specialist-driven next steps at their local Primary Care office, condensing a multi-month diagnostic journey into 60 minutes. 

With over $160m in funding from Google Ventures and some of the largest clinical networks in the country, we are rapidly expanding this platform across the U.S. - from 7 states and 50,000 patients in 2022, to 16 states and 500,000 patients in 2023. By 2026, we will be delivering care across 35 states and to more than 5m patients per year.  

We’re looking for a Workflow Operations Manager that will partner with customer stakeholders to ensure the successful integration of multi-modality medical imaging into primary care and multispecialty settings across the United States. In this role, you will be responsible for helping practices navigate the implementation of Imagen’s imaging and diagnostic services with new ordering and scheduling practices, patient management, and overall end-to-end workflows. The success of our customers depends on you, so our ideal candidate is deeply empathetic, an excellent communicator, and adept at stakeholder management. Our ideal candidates have healthcare experience, excellent customer-facing communication skills, and a track record of successful change management.

• Be responsible for a smooth transition of customer workflows, building working relationship with customer team and getting buy-in from those who may be resistant to change
• Conduct comprehensive assessments of current workflows at customer sites to understand and document the existing processes, pain points, and opportunities for improvement. Document the patient and data flow, including flowcharts
• Identify opportunities for automation and integration with customer’s EMR/RIS, to optimize workflows, eliminate redundancies, and increase efficiency
• Develop customer specific workflows that optimize resource utilization, minimize redundancies, and enhance patient care delivery. Collaborate with customer and propose adjustments as needed
• Work with new Imagen customers to optimize patient volume and compliance for imaging and diagnostic services at provider offices 
• Work in collaboration with the customer success and customer engagement teams to identify areas for customer workflow optimization; and develop, document and roll out the new processes in coordination with with the customer team
• Manage the communication and change process with all levels of the organization
• Have (or quickly be able to learn) an in-depth understanding and expertise of all aspects of the service lines and their associated workflows
• Break down complex concepts for easy end-user comprehension and be able to document and communicate to all affected parties effectively and professionally
• Conduct regular reviews and assessments of implemented workflows to measure performance metrics, review reported issues (cases), identify areas for further optimization, and make continuous improvements
• Welcome ideas and constructive criticism when offered with the goal of improving their efforts and outcomes to meet the objectives of the business

• You have obtained a 4-year degree or have commensurate work experience in a healthcare setting
• 4+ years of experience in healthcare to include direct experience working with imaging services and/or practice management
• You have strong relationship management, communication skills and project management skills
• Experience working in a fast-paced environment meeting deadlines, weighing tradeoffs, and managing multiple priorities
• Knowledge of healthcare IT systems, including EHR, PACS, RIS, and HL7
• Experience in healthcare workflow analysis, process improvement, implementation, or consulting roles, with a focus on radiology or imaging services
• Highly organized with a strong attention to detail with effective communication skills (both oral and written)
• Be a self-starter, not waiting to be told that something needs to be done, always seeking opportunities to provide value to the team
• Have an “all-hands on deck”, “how can I help” attitude in every customer and team situation
• Certification in process improvement methodologies such as Lean Six Sigma is a plus
• Ability to travel up to 35-40% of the time

Imagen Technologies is a remote-first company and this job is conducted remotely.