Imaging Exchange Operations Manager Job Listing at MedStar Health in Lanham, MD (Job ID 157814)

Description

About the Job

General Summary of Position
The Imaging Exchange Program Manager plays a critical role in overseeing the end-to-end process of medical image study requests and ensuring seamless coordination across platforms and teams. This position provides strategic oversight and hands-on leadership to manage inbound and outbound image exchange workflows, troubleshoot technical issues, and ensure consistent service delivery in alignment with organizational standards. This leader will collaborate closely with the Virtual Film Library (VFL) team, technical support teams, Release of Information vendor(s), and clinical stakeholders to uphold compliance, improve efficiency, and enhance user satisfaction.

Primary Duties and Responsibilities

• Directs and oversees the study request lifecycle, including inbound/outbound imaging exchange activities.
• Monitors and manages performance across platforms such as ZenDesk, PACS, and other commercial image exchange software and Release of Information Vendors.
• Ensures consistent, timely, and accurate processing of study requests, faxes, and queue-based tasks.
• Serves as a primary contact for internal departments (radiology, HIM, Imaging Informatics, technical support) and external stakeholders (physicians, patients, imaging centers).
• Ensures professional, timely, and solution-oriented communication across all channels.
• Tracks and resolves escalations with a focus on service recovery and experience improvement.
• Supervises daily operations of the VFL, team providing coaching, mentoring, and guidance to ensure adherence to best practices and protocols.
• Acts as a point of escalation for complex issues, providing resolution guidance and coordination with technical teams.
• Conducts ongoing training for team members to maintain high standards and ensures compliance with evolving procedures.
• Trains new team members on the study request handling processes.
• Offers ongoing training for the VFL team to ensure adherence to best practices and efficient use of tools.
• Ensures that workflows align with MedStar Health's patient-first philosophy, Job Aids, SOPs, and regulatory requirements (e.g. HIPAA)
• Leads reviews of processes and documentation to identify and implement improvements in speed, accuracy, and service delivery.
• Maintains accurate records of all study requests, issues, and escalations.
• Provides periodic reports on the status of requests and team performance.
• Documents improvements to the workflow and any changes to the Job Aid or standard operating procedures.
• Stays updated on industry best practices, tools, and technologies related to medical imaging and study requests.
• Recommends improvements to the study request process to enhance efficiency and customer satisfaction.

Minimal Qualifications
Education

• High School Diploma or GED required
• Bachelor's degree Information Technology or related field preferred

Experience

• 3-4 years Healthcare or medical imaging, with a focus on study request management and process improvement required
• 1-2 years Experience managing teams and overseeing workflows with demonstrated ability to manage and develop teams required

Knowledge Skills and Abilities

• Organized and Detail-Oriented: Exceptional ability to manage and improve complex workflows and high-volume queues with accuracy; strong attention to detail and accuracy in handling patient data
• Tech-Savvy: Proficient in PACS and imaging exchange platforms (e.g. PowerShare, CRISP, InteleShare, PocketHealth); experience with ticketing systems (e.g. ZenDesk); comfortable troubleshooting across digital tools.
• Leadership: Natural ability to lead, coach, and drive team engagement and accountability.
• Customer-Centric: Strong interpersonal skills with a focus on communication, service, and stakeholder satisfaction.
• Critical Thinker: Skilled in problem-solving and continuous process improvement.