Customer Service Representative (Teleradiology Support)

Remote |Work from home | Part-Time | 1:00 pm -11:00 pm Eastern Time Coverage, estimated 20 hours per week.

Pay Range: $20–$25/hour (DOE)

Schedule: Availability, Monday through Sunday, 1:00 p.m.–11:00 p.m. ET, (includes rotating weekends and holidays). Estimated 20 hours per week.

Work Location: Remote (computer workstation)

About Valor Network

Valor Network is a Service-Disabled Veteran Owned Small business, a SBA certified HUBZone Small Business and a 2025 HIRE Vets Medallion Award recipient, with an unwavering mission to serve our nation’s military, veterans and their families. Valor Network provides reliable, clinically focused teleradiology services and imaging workflow support for healthcare organizations nationwide. Our team helps keep studies and reports moving by supporting radiologists, technologists, and clinical staff with responsive service and strong operational discipline. Learn more at valornetwork.com.

Position Summary

The Customer Service Representative is the first point of contact for teleradiology workflow support. You will triage and resolve Tier 1 issues, document and track cases in a ticketing system, and escalate appropriately to ensure timely study and report delivery. This role supports users in fast-paced, patient-care environments and requires calm, clear communication and strong attention to detail.

Key Responsibilities

• Provide friendly, accurate support to healthcare users (radiologists, technologists, and clinical staff) via phone and ticketing system.
• Triage requests, verify impact and urgency, and route/escalate to the correct team when outside Tier 1 scope.
• Resolve common workflow issues such as basic login/access, password resets (as applicable), user setup requests, and studies/reports not appearing as expected.
• Collect complete case details (who/what/when/where/impact), document clearly, and maintain ownership through resolution.
• Communicate status updates and set expectations with users, prioritizing issues that impact patient care and turnaround time.
• Follow established procedures and contribute to improvements in job aids, scripts, and step-by-step troubleshooting guides.
• Maintain professionalism and confidentiality, including compliance with HIPAA and company security policies.

Qualifications

Required

• 1+ year of customer service, call center, or help desk experience.
• Strong verbal and written communication; able to support stressed users with empathy and professionalism.
• Ability to work independently in a remote environment while staying responsive to calls and tickets.
• Comfortable following standard processes, asking the right troubleshooting questions, and documenting clearly.
• Reliable attendance and ability to consistently work the scheduled ET shift between 1:00 pm to 11:00 pm, Monday through Sunday, including rotating weekends/holidays. Estimated 20 hours per week.

Preferred

• Healthcare support experience (radiology, emergency, inpatient, or outpatient settings).
• Familiarity with radiology/imaging workflows and terminology (PACS/RIS, orders/results).
• Experience with ticketing systems and remote support tools.

Education and Experience

• High school diploma or equivalent required; additional education or certifications are a plus.

Work Environment and Physical Requirements

• Work is performed remotely at a computer workstation from the employee’s home.
• Physical requirements include sitting, keyboarding, speaking, and vision for computer use.
• Must maintain dependable internet connectivity and be able to handle frequent inbound calls and concurrent ticket work.

Valor Network is an equal opportunity employer.