Remote Customer Experience Specialist – Rotating 2nd & 3rd Shift – White‑Glove Patient Service & Logistics Support (Full‑Time, Flexible Schedule)

About Shared Imaging – Pioneering Remote Patient Imaging Solutions

Shared Imaging is a privately held, fast‑growing leader in the medical imaging services arena. Over the past decade we have doubled our revenue through organic growth, strategic technology investments, and an unwavering commitment to delivering a “White Glove” experience to every patient and provider we touch. Our mission is simple yet powerful: to empower healthcare providers with cutting‑edge imaging technology and unparalleled service quality, no matter where they are located. By embracing a remote‑first mindset, we have built a culture where innovation thrives, teamwork is celebrated, and each employee is given the tools and autonomy to make a meaningful impact on patient care.

Why This Role Is a Game‑Changer for Your Career

Joining Shared Imaging as a Remote Customer Experience Specialist puts you at the forefront of patient‑centric service delivery. You will be the trusted voice that guides doctors, technicians, and patients through complex scheduling, logistics, and support processes—ensuring every interaction feels personal, efficient, and compassionate. This position offers:

• True remote flexibility—work from anywhere with a reliable internet connection.
• A structured rotating shift schedule that balances night and evening hours while providing regular days off.
• Opportunities to develop expertise in healthcare compliance, HIPAA regulations, and advanced logistics platforms.
• Exposure to a multi‑disciplinary team of technologists, vendors, and senior leaders who champion continuous learning.
• A clear pathway to career advancement within a rapidly expanding organization.

Position Overview – Remote Customer Experience Specialist (Rotating 2nd & 3rd Shift)

As a Customer Experience Specialist on the rotating 2nd and 3rd shift, you will be the pivotal link between our clients, drivers, and internal teams. You will handle high‑volume inbound and outbound communications, create and dispatch service requests, troubleshoot issues in real time, and uphold the highest standards of confidentiality and professionalism. This is a full‑time, remote role that requires a two‑week on‑site training immersion at our Downers Grove, IL headquarters, after which you will transition seamlessly to a fully virtual work environment.

Core Responsibilities

• Professional Engagement: Deliver courteous, empathetic, and solution‑focused communication via phone, email, and support software to patients, providers, and internal colleagues.
• Call & Request Management: Answer incoming service calls, log each interaction in the Operations Management System (OMS), and create accurate service tickets for dispatch.
• Issue Resolution: Identify, prioritize, and resolve customer concerns quickly, escalating to appropriate managers when needed while maintaining detailed documentation.
• Vendor Coordination: Interact with external vendors, ensuring field service reports are attached to service requests, audited for completeness, and uploaded to OMS.
• Driver Support: Serve as the nighttime point of contact for 20‑30 drivers, providing scheduling assistance, real‑time delivery monitoring, and troubleshooting equipment or route challenges.
• Compliance & Documentation: Follow HIPAA regulations rigorously, safeguard patient data, and ensure all communications are accurately recorded and handed off to day‑shift teams.
• Data Entry & Reporting: Input helium readings, order and cancel injectable doses, and maintain up‑to‑date records in Excel and OMS to support operational analytics.
• Continuous Improvement: Participate in the Customer Experience Initiative by providing feedback on processes, suggesting enhancements, and contributing to team training sessions.

Essential Qualifications

• Minimum 2 years of customer service experience, preferably in a call‑center or scheduling environment.
• Demonstrated ability to prioritize, multitask, and maintain meticulous attention to detail under fast‑paced conditions.
• Exceptional written and verbal communication skills, with the capacity to convey complex information clearly and concisely.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating web‑based tools such as OMS, CRM platforms, and ticketing systems.
• Reliable high‑speed internet connection and a quiet home office space that meets privacy standards.
• Willingness to complete a two‑week onsite training program in Downers Grove, IL, followed by remote work.
• Ability to work rotating night and evening shifts, including weekends and holidays, with flexibility for overtime when required.

Preferred Qualifications & Additional Assets

• Experience in the healthcare or medical imaging industry, including familiarity with HIPAA compliance.
• Previous exposure to logistics, dispatch, or field service coordination.
• Knowledge of customer experience frameworks such as Net Promoter Score (NPS) or Customer Satisfaction (CSAT) metrics.
• Certification in Customer Service Excellence, Scrum, or ITIL that demonstrates a commitment to process improvement.
• Ability to quickly learn and adapt to proprietary software platforms.

Key Skills & Competencies for Success

• Empathy & Patience: Genuine concern for patient needs and the ability to remain calm during stressful interactions.
• Problem‑Solving: Analytical mindset to diagnose issues, propose actionable solutions, and follow through to closure.
• Time Management: Efficient handling of multiple concurrent tasks while meeting strict service level agreements (SLAs).
• Technical Literacy: Comfort operating and troubleshooting computer applications, including data entry, reporting, and web‑based dashboards.
• Team Collaboration: Strong partnership skills to handoff information seamlessly across shift lines and geographic regions.
• Adaptability: Willingness to embrace schedule changes, new technologies, and evolving business processes.
• Detail Orientation: Precise documentation of every call, request, and resolution to ensure auditability and compliance.

Compensation, Benefits & Perks

Shared Imaging offers a competitive total rewards package designed to support the financial, health, and personal well‑being of our team members.

• Base Salary: Market‑aligned, commensurate with experience and skill level.
• Performance Incentives: Quarterly bonuses tied to individual and team metrics.
• Health, Dental, and Vision Insurance: Comprehensive coverage with company contributions, including a company‑paid dental plan for eligible health plans.
• Retirement Savings: 401(k) plan with generous company matching.
• Paid Time Off (PTO) & Paid Holidays: Flexible PTO policy plus paid observance of major holidays.
• Life and Disability Insurance: Company‑paid life insurance and optional supplemental coverage, plus short‑term and voluntary long‑term disability plans.
• Employee Assistance Program (EAP): Confidential counseling, legal, and financial resources.
• Wellness Programs: Health‑club reimbursement, wellness incentives, and a robust employee recognition platform.
• Professional Development: Paid training, certifications, tuition assistance, and internal mobility pathways.
• Company Swag & Remote Work Stipend: Branded apparel, tech accessories, and a monthly stipend to support your home‑office setup.

Career Development & Growth Opportunities

At Shared Imaging, your career trajectory is guided by your ambition and our commitment to internal advancement. As you excel in the Customer Experience Specialist role, you may progress into:

• Senior Customer Experience Analyst: Lead complex case investigations, mentor junior staff, and shape service‑level policies.
• Team Lead / Shift Supervisor: Oversee rotating shift teams, manage performance metrics, and drive continuous improvement initiatives.
• Operations Manager – Customer Service: Influence strategic planning, process automation, and cross‑functional collaboration.
• Product Support Specialist: Partner with engineering and product teams to translate customer feedback into feature enhancements.
• Training & Development Coordinator: Design onboarding curricula, lead webinars, and champion learning culture across the organization.

All employees receive regular performance reviews, individualized development plans, and access to a learning portal stocked with courses ranging from advanced Excel techniques to leadership coaching.

Our Culture – What It’s Like to Be Part of the Shared Imaging Team

Our “White Glove” ethos isn’t just a tagline—it’s the fabric of our daily operations. We foster a workplace where:

• Collaboration transcends geography—team members connect via video, chat, and virtual coffee breaks to share ideas and celebrate wins.
• Innovation is encouraged—you’ll be invited to submit process‑improvement proposals and participate in quarterly hack‑athons.
• Work‑life balance matters—flexible scheduling, remote work, and generous PTO help you recharge.
• Diversity & Inclusion—we champion a workforce that reflects the communities we serve, ensuring every voice is heard and respected.
• Recognition & Celebration—monthly awards, peer‑to‑peer shout‑outs, and annual retreats celebrate both individual and team achievements.

Our commitment to a supportive, transparent, and forward‑looking environment means you’ll always have a clear line of sight to how your contributions drive the company’s mission forward.

Apply Today – Take the Next Step in Your Professional Journey

If you are passionate about delivering world‑class service, thrive in a dynamic, remote environment, and are ready to embrace a rotating shift schedule that balances flexibility with impact, we want to hear from you. Join a company that values your expertise, invests in your growth, and recognizes the difference you make every day.

Ready to become a vital part of Shared Imaging’s success story? Click the link below to submit your application and start the conversation.

Apply Now – Remote Customer Experience Specialist