Agfa HealthCare, a member of the Agfa-Gevaert Group, is a leading global provider of diagnostic imaging and healthcare IT solutions.
The company has nearly a century of healthcare experience and has been a pioneer on the healthcare IT market since the early 1990's.
Today, Agfa HealthCare designs, develops and delivers state-of-the-art systems for capturing, managing and processing diagnostic images and clinical / administrative information for hospitals and healthcare facilities, as well as contrast media solutions to enable effective medical imaging results.
The company has sales offices and agents in over 100 markets worldwide.
Agfa HealthCare is looking for a talented Clinical Applications Specialist Business Continuity to join our team.
Primarily responsible for on-site customer facing support to Agfa HealthCare customer sites across the full Agfa provided IT product range (PACS / RIS).
Utilising one’s clinical knowledge to maintain the sites system compliance to fully meet the service contract and customer satisfaction expectations.
This includes the reporting on contractual requirements (SLA / System Capacity) and upsell management aspects. It is essential to build a strong relationship with customers, take site ownership and manage site incidents to conclusion.
This position is field based, preferably in the Midlands area
Maintain and develop customer service relationship.
Attending regular customer site visits, managing active cases, providing feedback on recent high priority incidents, raising any systems concerns on site.
Ownership of site cases, troubleshooting issues through to resolution.
Liaise with other vendors and suppliers in maintaining services and resolving potential customer issues.
Attend all relevant meetings with customer to review SLA penalties, capacity reports, EOSL including contractual meetings defined within the contract.
Responsible for implementation and maintenance for site compliance, security and capacity planning.
Drive revenue growth through additional service requests working closely with customers to deliver optimal service.
Driving good customer Administration practices within IT and the Imaging department
Creation and delivery of Change requests following defined change process, including technical review and approvals.
Capacity to take control of Service situations, including initiating escalation procedures and following through to customer satisfaction on allocated sites (as either primary or secondary contact).
Broad technology expertise in PACS medical radiology workflow including diagnostic dictation workflow
Working knowledge of DICOM and HL7 protocols and interactions
Thorough understanding of radiology clinical applications to include mammography and orthopaedics
Strong ability to develop and deliver end-user training presentations in the classroom, virtual and web-based training methodologies
Excellent organisational skills & self-discipline to work with limited supervision
Strong team building skills
Excellent training and presentation skills
Strong analytical, problem solving and organisational skills
Knowledge of transcription workflow within a hospital / clinical environment
Superior customer advocacy / satisfaction skills
Excellent oral and written communication skills
Ideally a trained Radiographer with PACS Administrator experience
Minimum three years of training experience working with RIS, PACS, and CR / DR. Agfa experience is a plus.
Experience as a PACS Administrator
Experience as a technical / applications trainer
Experience with Radiology department workflow
Excellent knowledge of workflow within a hospital / clinical environment
Knowledge of ITIL (preferred)
Additional Requirements :
Strong technical aptitude mixed with a solid clinical hospital background
Regular travel, some overtime work required at time
Strong communication skills, troubleshooting skills and able to self direct their daily schedule
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