Scan.com

Customer Support

• Managing incoming customer support requests across email, Slack, phone, and shared inbox channels, including portal support, practice onboarding, and third-party setup requests
• Serving as a primary point of contact for customer issues, escalations, and service-related inquiries, ensuring timely resolution or appropriate escalation
• Troubleshooting and resolving customer and partner issues related to workflows, access, portal requests, and operational support needs
• Identifying recurring issues, support risks, and escalation themes, and communicating patterns to leadership with recommendations for resolution or prevention
• Promoting consistency in customer support by sharing best practices and helping standardize team responses
• Creating, maintaining, and optimizing standard operating procedures (SOPs) for customer support workflows, portal issue resolution, and shared inbox management
• Establishing and managing SLAs for support channels including Front.com — covering response expectations, triage standards, and performance reporting
• Documenting support workflows, request types, resolution paths, and process dependencies including flowcharts and intake-to-resolution process maps
• Building and maintaining a centralized CX knowledge base in Notion to support team efficiency, onboarding, and process consistency
• Driving adoption of updated workflows, intake processes, and operational standards across the CX team and cross-functional partners

Customer Experience Lead

Product Operations

• Product operations sits between strategy and execution
• Partner closely with our product management team to build the rituals, documentation, and reporting infrastructure
• Design and coordinate rollout plans for new product features
• Create and maintain product documentation that supports both internal training and external communication
• Partner with the data team to monitor post-release analytics
• Coordinate cross-functional sign-off for feature launches
• Build and maintain a product knowledge base that is structured for AI agent consumption
• Support the product team on OKR planning and monitoring

Product Operations Manager

Chief Marketing Officer

• Developing and executing the US B2B marketing strategy aligned to commercial growth objectives.
• Building scalable demand generation programs across multiple channels, including digital marketing, lifecycle campaigns, referral programs, partnerships, webinars, events, and thought leadership.
• Owning the Health plan, Direct to Employer, and Workers' Compensation marketing strategy from the ground up, establishing Scan.com as a trusted industry partner through educational programming, customer success stories, strategic partnerships, events, and targeted campaigns.
• Partnering closely with Sales leadership to identify pipeline opportunities and execute campaigns that generate qualified demand and accelerate revenue.
• Collaborating with RevOps to build marketing attribution, reporting, CRM workflows, and campaign measurement that clearly tie marketing investment to pipeline and revenue.
• Developing customer lifecycle marketing initiatives that improve customer activation, engagement, retention, and expansion.
• Equipping Sales with compelling messaging, value propositions, collateral, competitive positioning, and campaigns that help accelerate deal velocity.
• Overseeing development of customer-facing marketing assets—including case studies, webinars, white papers, presentations, email campaigns, landing pages, and thought leadership—to support commercial objectives.
• Identifying, managing, and optimizing external agencies, contractors, technology platforms, and marketing vendors as the function scales.
• Continuously evaluating marketing performance, customer insights, and market trends to improve ROI and prioritize the highest-impact initiatives.
• Building the marketing team, hiring and coaching your team as the department scales.

Director of Marketing

Bilingual

• Greeting patients with a friendly and professional demeanor.
• Managing appointment schedules and coordinating bookings.
• Assisting patients with paperwork and payments.
• Answering phone calls and addressing patient inquiries.
• Collaborating with radiologists, technologists, and other healthcare staff to ensure efficient workflow.
• Maintaining accurate records and managing the center’s database systems.
• Helping maintain a clean, welcoming environment in the reception area.
• Scheduling appointments for the broader operations team.
• Order entry
• Schedule patients (excluding Express MRI)
• Handle incoming emails
• Restore/retrieve imaging as needed
• Confirm appointments with patients
• Provide imaging center updates
• Support day-to-day market operations
• Assist with BPO coordination and oversight to help ensure workflows are running efficiently
• Deliver fast, responsive customer service across our patients providers and attorneys
• Update patient information in our Product across assigned buckets with attention to detail and speed.

Bilingual MRI Center Receptionist

Administration

• Monitor HL7 interfaces, triage and resolve failures
• Manage the support queue
• Work alongside engineering, operations, and clinical teams to close issues
• Play a hands-on role in onboarding new imaging center clients
• Configure and validate DICOM and HL7 gateway connections
• Analyze HL7 message segments to diagnose data transmission failures
• Reprocess failed messages and confirm successful resolution
• Perform daily production support tasks
• Manage the support ticket queue
• Support PACS gateway operations
• Lead the technical deployment and configuration for new client onboardings
• Document processes and issue resolutions
• Identify opportunities for automation and workflow improvement
• Manage smaller-scale projects end to end

Customer Experience Lead

Product Operations Manager

Director of Marketing

Bilingual MRI Center Receptionist

Clinical Application Administrator