Job Title: Customer Success Officer

Location: London, UK

Type: Remote

Salary: £30,000

*Please send all applications to our People & Culture team: PeopleTeam@everlightradiology.com

Everlight Radiology – About Us
Everlight Radiology is a global radiology partner providing healthcare professionals with highly responsive, accurate and resource-efficient services to support healthcare professionals and enhance patient care.

It's never 'after-hours' at Everlight Radiology. Our vision is to make quality radiology globally accessible with ever improving standards of practice.

We operate 24/7, 365 days of the year, delivering more than 40,000 reports each month.

Everlight Radiology in the UK and Ireland provides rapid, quality, general and sub-specialty reporting services to support NHS radiology departments, whilst proving a service that is accessible 24/7. Their unique business model has  allowed them not only to survive but to thrive during the C-19 pandemic, offering exceptional coverage to hospitals in need of urgent teleradiology services by using radiologists based in Australia, as opposed to the UK competitors’ approach of recruiting UK-based radiologists.

The company has a well-defined strategy to provide a vital and unique source of emergency radiology reporting capacity to existing and new markets; working to ensure Everlight radiologists, who are spread and interconnected globally, operate in the most productive and safe environments so patient care is of the highest standards, around the clock.

Scope of Role:
The Customer Success Officer is a member of the UKI Sales Team with a dotted line into the RadCare Governance team and will play an integral role in enabling Everlight to provide timely responses to client enquiries, client complaints, and investigations.

The Customer Success Officer will support Everlight in co-ordinating the investigation of client complaints. This will require working collaboratively with other Business Units to investigate issues – for example, the Medical Leadership Council, Governance, Service  Desk, Development, Project Management, Integrations and Finance teams.

The Customer Success officer will support other business units in completing departmentally specific investigations into client complaints working to strict deadlines. They will also support the organisation in completing Root Cause Analyses (RCA) and round table discussions for internal purposes and future risk mitigation.

The Customer Success Officer will also provide general administrative support to the whole Sales Team by providing:
1. Administrative support – for example, attending client meetings to take minutes and upload data to Salesforce (CRM), drafting documents, coordinating meetings 
2. Perform analytical work as required, to support the Sales Team’s fulfilment of internal and external reporting requirements, as well as analysis work required to support tender submissions or pricing strategy decisions, from time to time.

Principal Accountabilities:

Investigate client complaints/ issues
•    Reviewing case details/data available in different systems (including Everlight RIS, PACS softwares)
•    Completing accession-specific timelines
•    Collating information sourced from other business units ensuring clear communication of deadlines
•    Project managing the client complaint investigation process including the co-ordination of any RCA or round table meeting requirements
•    Ensuring reporting integrity on all client-specific systems including RIS/Salesforce/TM1/Control Centre
•    Supporting the MLC with finalisation of all clinical responses
•    ‘Closing the loop’ – i.e. following up on outstanding issues to ensure a timely response back to the client
•    Providing tracking and analysis on client issue trends

Data analysis / Reporting
•    Complete KPI reports for sales team.
•    Support the Governance team with Client Reporting.
•    Support Salesforce Champion by being Salesforce Superuser.
•    Support TM1 Champion by being TM1 Superuser.
•    Assisting with financial analysis as required to support any tender submissions and/or pricing proposals.

Special Projects
•    Supporting both the Sales Team and Governance Team with Special Projects the content of which may vary from time to time.
•    Other tasks as required, as reasonable and relevant to the Scope of Position

General Administrative Tasks 
•    Co-ordinate / Taking minutes at client or internal meetings 
•    Uploading notes and data to Salesforce
•    Complete review / proof reading of documents as required 
•    Draft presentations, update existing proposals, or draft other documents as required 
•    Attend meetings as required

Your Skills

Essential Criteria
•    A ‘can do’ attitude and willingness to engage with other key stakeholders to achieve objectives.
•    Excellent communication skills
•    Collaborative working style – is a team player
•    Effective problem solver
•    Customer service oriented – both internal and external customers
•    Everlight Values aligned – quality in everything you do, deliver on your promise and focus on the patient

Highly Desirable Criteria
•    Strong / Advanced MS Excel skills
•    Strong analytical skills
•    Attention to detail and focus on maintaining accuracy of data
•    Experience within NHS Administration

Salary 
•    £30,000
•    Travel expenses provided 

What we offer
•    A structured, collaborative and supportive working environment 
•    A hybrid working environment, field, home, and office based, with the flexibility to organise your own diary 
•    An industry leading CONNECT programme for learning, development and employee led career planning and progression 
•    Potential to work overseas as part of our exchange programme 
•    Cycle to work scheme 
•    Healthcare cash plan 
•    Central London head office, prime location with fantastic coffee and a stone’s throw from some of London’s best lunch spots 
•    Regular team building and social events

Title: IT Support Analyst
Location: London / Sydney
Type: Full Time Permanent Role

Applications to be sent to: hashraf@everlightradiology.com

Company Background 

Everlight Radiology is a leading global teleradiology provider - an expert in after-hours and urgent reporting, specialising in emergency radiology. Everlight’s round-the-clock radiology reporting services means there are hundreds of radiologists working in locations around the world and we are servicing clients across Australia, New Zealand, and the UK. 

• Service Excellence – using state of the art technology to make a difference in the provision of medical services.
• Quality – an uncompromising client and patient focus.
• Stringent Turn-around-Times for radiology reports – acting with urgency.
• Partnering with Hospitals – solving uniquely for the above any time of day but especially “out-of-hours”.
• Managing Client Relations – focus on clients, building relationships, and prompt response to client feedback
  We care about what we do, we value our employees, and we aim to excel in all aspects of our business.

Key Areas of Responsibility

•  Provide support to members of staff internally and to external clients, ensure that incidents and service requests are dealt with in a timely and professional manner.
•  Answer user inquiries regarding computer software and/or hardware operations to resolve client issues.
• Troubleshoot Tier 1-3 issues, including Active Directory, Exchange & Application issues (on the job training to be provided).
• Log all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.
• Resolve Client issues including escalation of major hardware and/or software issues or defective products.
• Adhere to departmental procedures to ensure clients are kept well informed of ticket status and product availability to manage client expectation and ensure overall client satisfaction.
• Perform other duties as assigned.
• Ability to work on projects as required.
• You will need to participate in a seven-day rota, this will include mandatory weekend work.
• Your shift will start not early then 08:30AM and will finish no later than 10:30PM – This is for London based position in local time.
• Your shift will start not early then 07:00AM and will finish no later than 08:00PM. This is for Sydney based position in local time.

Ideal Candidate Profile

This position will suit a person with excellent customer service skills. Prior experience in a 24*7 business and a patient critical environment is preferable. The candidate will exhibit a strong capability and willingness to pick up and understand new concepts, especially regarding tele radiology workflows and core IT troubleshooting skills.

We are looking for a skilled, passionate, and collaborative individual to join our growing Global Technology Team. The ideal candidate will have a keen interest in healthcare technology and would be looking to use their experience and knowledge to ultimately improve patient outcomes. Humour, commitment, and a desire to deliver outstanding customer satisfaction is key.

Desirable Skills:

• Application and Server; support and troubleshooting
• Familiar with SQL queries
• AWS Cloud troubleshoot and support
• Office 365 support
• Experience with PACS/RIS software and DICOM/HL7 standards.
• Experience of working with HL7 integration engine (Mirth)
• Good understanding of the ITIL Framework
• Ability to write clear documentation
• Ability to analyse the log files
• Familiarity with Atlassian tools (Jira, Confluence)
• Workstation build experience

Beneficial skills:

• AWS Connect
• Linux, Active Directory, Windows Server 2012 & above, Exchange Server
•  SQL Server 2012 & above
• Previous on-call/shift experience
• Scripting, firewalls, routers, DNS, file servers, domain servers, print servers, IIS, Office 365

Cultural Fit

We are passionate about our organisation and our community. Everyone that works for Everlight is passionate about creating a best-in-class environment, helping our radiologists to save lives. We recognise the criticality of what we do.

We collaborate, we communicate, we share knowledge, we build each other up and we support each other. We share in both success and failure. People that work here are expected to bring their A-Game, but we recognise that the power of an effective team will always deliver more than the capability of any one individual.

Employee engagement is the cornerstone of our organisational culture. This is a high-performance environment, but it is also a fun place to work. We work hard to ensure this is an enjoyable, considerate, and caring workplace. We recruit on ability, communication and fit.

Location: UK, ROI 

Type: Full Time Permanent Role

Workplace type: Hybrid

Reports to: IT Director - UK

Reports: NA

Applications to be sent to: peopleteam@everlightradiology.comby the 30th October. Please note there is a requirement to attend London Office.

Purpose of Job:              

Ownership of Client-facing Service Delivery Projects including tasks involved in introducing IT enabled services into NHS clients across the UK and Ireland, from receipt of order through to acceptance and handover.

Ownership of internal-facing Technology Projects working within a Global PMO team.

Work with the PMO to continually improve Project Management methodologies and corporate PMO processes, to improve the quality, cost and timeliness of IT-enabled projects.

Company Background

Everlight Radiology is a leading Global Teleradiology provider - an expert in after-hours and urgent reporting, specialising in emergency radiology.

Everlight’s round-the-clock radiology reporting services means there are hundreds of radiologists working in locations around the world and we are servicing clients across Australia, New Zealand, and the UK.

• Service Excellence – using state of the art technology to make a difference in the provision of medical services
• Quality – an uncompromising client and patient focus
• Stringent Turn-around-Times for radiology reports – acting with urgency
• Partnering with Hospitals – solving uniquely for the above any time of day but especially “out-of-hours”
• Managing Client Relations – focus on clients, building relationships, and prompt response to client feedback

We care about what we do, we value our team and we aim to excel in all aspects of our business.

Key Areas of Responsibility

• Ensure that all Projects are delivered on time, within scope and within budget
• Manage all teams involved in the planning and execution of client implementation
• Act as the primary point of contact for the customer during the project
• Manage customer satisfaction and milestones
• Work with all relevant departments to specify customer needs and deploy the best total solution
• Advise customers on both software and hardware solutions, including upgrades
• Coordinate the use of internal & external resources
• Mentor colleagues within the PMO
• Develop standards of documentation
• Manage stakeholder relationships
• Manage project Issues & Risks
• Adhere to corporate governance

Ideal Candidate Profile

This position will suit an experienced Clinical Systems SME or consultant ideally from a Clinical software or service background with experience of engaging directly with Radiologists and Service Users.  

We are looking for a skilled, passionate, and collaborative individual to join our growing Global team, one who can drive a deep and effective culture of clinical system engagement and enhancement. Relevant technical experience in healthcare and/or Radiology is highly desirable.

Required skills:

• Bachelor’s degree in Health Care, IT, Project Management or another relevant discipline
• Project Management Experience in Client facing role
• Excellent stakeholder management skills
• Proficient with all Microsoft applications, especially MS Project
• Project Management Qualification Prince 2
• Proven ability to run multiple small to medium concurrent projects
• Solid organizational skills including attention to detail and multi-tasking skills.
• Previous experience of operating in a public sector facing Healthcare environment
• Ability to work well under pressure, and prioritise workload effectively

Desirable Skills:

• Background in Diagnostic Imaging
• Have a high level of communication skills both verbal and written. This should include the ability to negotiate.
• Background in IT or relevant technical discipline
• Previous experience of Clinical Service Delivery to the National Health Service
• Previous experience of working for an International Private Healthcare Provider
• Project Management Qualification Agile, Scrum or PMI
• Good problem solving ability; intelligent analysis of options, costs and benefits
• Familiarity with compliance against ISO 27001:2013, GDPR, DSPT, CE+.

Location:                          London

Type:                                  Full Time Permanent Role

Reports to:                    Software Development Manager (dotted line to IT Director if based in UK)

Reports:                             NA

Applications to be sent to peopleteam@everlightradiology.com 

Purpose of Job:              

Build the future of teleradiology at a global scale. Build client and centralised integrations to support the integration of client PACS & RIS systems into Everlight's radiology workflow stack. Design new systems and solutions to meet the future needs of the organisation and our customers, in collaboration with Integrations teams and Product Development teams globally.

Company Background
Everlight Radiology is a leading global teleradiology provider – an expert in after-hours and urgent reporting, specialising in emergency radiology.
Everlight’s round-the-clock radiology reporting services means there are hundreds of radiologists working in locations around the world and we are servicing clients across Australia, New Zealand, the UK, and Ireland.

• Service Excellence – using state of the art technology to make a difference in the provision of medical services
  • Quality – an uncompromising client and patient focus
  • Stringent Turn-around-Times for radiology reports – acting with urgency
  • Partnering with Hospitals – solving uniquely for the above any time of day but especially “out-of-hours”
  • Managing Client Relations – focus on clients, building relationships, and prompt response to client feedback

We care about what we do, we value our employees, and we aim to excel in all aspects of our business.

Ideal Candidate Profile
You are a person who revels in technical challenges and can work collaboratively to solve them. You are eager to develop yourself and curious about new technologies, building your understanding on how new technologies can be used to leverage the best outcomes for the business. Technology is great and fun, but you understand there needs to be a business outcome. You have worked in healthcare integration environments and understand the challenges with working with multiple vendors. You understand that working with teams distributed across timezones requires a different style of communication to co-located teams, and are comfortable maintaining relationships in this type of environment.

Key Areas of Responsibility

• Participate in waterfall projects for delivering HL7 & DICOM integrations from our central platform into our customer's environment
  • Work with a project manager for the overall lifecycle of the project
  • Configure the integration based off specifications given by an Integrations Architect
  • Liaise with the client to test the integration
  • Monitor the go-live of the integration
• Be a point of escalation for the Service Desk, to ensure incidents are resolved efficiently and effectively
• Develop connectors and interfaces within the integration engine, for connecting to client systems and Everlight internal systems
• Work using our development approach, which includes engineering standards, source control management, and deployment pipelines
• Learn and teach new technologies and skills as required
• Ensure knowledge is captured and disseminated within the team and across the organisation to aid others in supporting yourself and the team
• Demonstrate a growth mindset and encourage the same mindset in others
• Be transparent in what you are doing and on the problems faced by the business

Essential Experience and Skills

• Deep understanding of HL7 2.x and DICOM
• Deep understanding of XML, JSON, and Java and/or Javascript
• Experience with working with integrations platforms or ESB systems
• Deep understanding of Enterprise Integration Patterns, and/or API management and strategies
• An understanding of source control management and version control

Highly Desirable Skills

• Experience working in an Agile environment
• Experience in C#, or other object-oriented programming languages
• Experience in troubleshooting complex HL7 and DICOM workflows
• Deep understanding of other HL7 versions and of FHIR
• Experience working on Linux platforms
• Experience in Mirth, both configuration and channel building
• Have an understanding of software development methodologies
• Have an understanding of software design patterns
• Have experience in integrating with monitoring and ticketing systems

Location:                          Sydney or London

Type:                                   Full Time Permanent Role

Reports to:                      Software Development Manager (dotted line to IT Director if based in UK)

Reports:                             NA

Applications to be sent to peopleteam@everlightradiology.com 

Purpose of Job:              

Build the future of teleradiology at a global scale, alongside your architect and engineer team members. Build client and centralised integrations to support the integration of client PACS & RIS systems into Everlight's radiology workflow stack. Develop new systems and solutions to meet the future needs of the organisation and our customers, in collaboration with Integrations teams and Product Development teams globally. Champion the peer review process, ensuring client integrations are delivered to the highest quality and in a reliable manner. Contribute towards building and maintaining Integrations documentation. Identify and implement improvements to the development and deployment processes. Contribute towards the delivery of strategic enhancements.

Company Background
Everlight Radiology is a leading global teleradiology provider – an expert in after-hours and urgent reporting, specialising in emergency radiology.
Everlight’s round-the-clock radiology reporting services means there are hundreds of radiologists working in locations around the world and we are servicing clients across Australia, New Zealand, the UK, and Ireland.

• Service Excellence – using state of the art technology to make a difference in the provision of medical services
  • Quality – an uncompromising client and patient focus
  • Stringent Turn-around-Times for radiology reports – acting with urgency
  • Partnering with Hospitals – solving uniquely for the above any time of day but especially “out-of-hours”
  • Managing Client Relations – focus on clients, building relationships, and prompt response to client feedback

We care about what we do, we value our employees, and we aim to excel in all aspects of our business.

Ideal Candidate Profile
You are a person who revels in technical challenges and can work collaboratively to solve them. Having an understanding of Everlight's technology strategy, and have the communication skills and awareness to liaise across teams and outside of IT. You are curious about new technologies and want to build your understanding on how they can be used to leverage the best outcomes for the business. You have worked in a variety of healthcare integration environments that spans HL7, DICOM & API integrations and understand the challenges with working with multiple vendors. You understand that working with teams distributed across timezones requires a different style of communication to co-located teams, and are comfortable maintaining relationships in this type of environment.

Key Areas of Responsibility

• Work with your regional team and global team to ensure alignment, high performance, and delivery
• Collaborate with Integrations Architects and with the Product Development team, to deliver solutions aligned to the organisation's strategic goals
• Work collaboratively with the rest of the IT structure to ensure simplification of systems
• Work with operational and support teams to deliver and support a global platform for teleradiology
• Be a point of escalation within the team, to ensure incidents are resolved efficiently and effectively
• Develop training processes and materials to support handover from implementation to production BAU
• Be transparent in what you are doing and on the problems faced by the business
• Provide mentoring to engineers, and be an advocate for improvement and discipline
• Demonstrate a growth mindset and encourage the same mindset in others
• Promote and mature our development lifecycle, including architectural and process standards, source control, automated testing, and deployment pipelines
• Work using our development approach, which includes engineering standards, source control management, and deployment pipelines
• Develop connectors and interfaces within the integration engine, for connecting to client systems and Everlight internal systems
  • Work with a project manager for the overall lifecycle of the project
  • Configure the integration based off specifications given by an Integrations Architect
  • Liaise with the client to test the integration
  • Monitor the go-live of the integration
  • Participate in projects for delivering HL7 & DICOM integrations from our central platform into our customer's environments
  • Ensure knowledge is captured and disseminated within the team and across the organisation to aid others in supporting yourself and the team

Essential Experience and Skills

• Deep understanding of HL7 2.x, XML and JSON
• Deep understanding of DICOM and DIMSE operations
• Deep understanding of Nextgen Mirth Connect
• Deep understanding of Enterprise Integration Patterns, and/or API management and strategies
• A strong working knowledge of JavaScript and/or Java
• An understanding of source control management and version control

Desirable Skills

• Experience with other object-oriented programming languages
• Experience in troubleshooting complex HL7 and DICOM workflows
• Experience with FHIR
• Experience working on Linux platforms
• Have an understanding of software development methodologies
• Have an understanding of software design patterns
• Have experience in integrating with monitoring and ticketing systems

FRANZCR Diagnostic Radiologist

Location: Ontario, Toronto

Work Type: Remote

Language:  English

Number of positions: 1

Everlight Radiology Limited, the world’s most global teleradiology firm, is growing our team of diagnostic radiologists reporting for our Australian and New Zealand clients from Ontario. Saving lives is at the heart of what we do, which is why we work hard to get it right for our radiologists, no matter where they are, so you can deliver the very best of patient care. Everlight’s experienced FRANZCR Diagnostic Radiologists are located around the world ready to provide thorough, high-quality reporting within minutes of receiving a patient’s medical imaging. 24 hours a day, 7 days a week, 365 days a year. With the support of advanced technology, we work with hospitals and clinics in Australia and New Zealand to provide urgent after-hours emergency and trauma reporting as well as routine, overflow and backlog reporting. This leads to a better clinical practice for staff – and a quicker, more thorough diagnosis for patients.

We are seeking a FRANZCR Diagnostic Radiologist who will report to Everlight’s Australian and New Zealand clients, remotely from the Greater Toronto Area in Ontario.

Responsibilities will include but are not limited to:
•    Working remotely from home, providing clinical medical imaging reporting services to patients located in Australia and New Zealand, and any other country (where your qualifications may be applicable, including general X-ray, CT and MRI scans at the Service Levels and at the standards set by the Company under its policies, procedures and code of conduct;
•    Using and imparting your expert knowledge of emergency radiology reporting on the other radiologists, to improve and further develop their skills;
•    Working with the other radiologists in a positive and supportive manner;
Helping develop and facilitate a stronger relationship with all Everlight’s clients;
•    Participating in our world-leading peer review programme to ensure patient safety;
•    Loving the flexibility of reporting hours of your choosing during your normal waking hours;
•    Enjoying our highly evolved systems and processes, purpose-designed to enable our teleradiologists to simply focus on reporting.

Everlight was established and is still lead by radiologists - we understand who you are and what contributes to a satisfying professional experience. We make sure that you can advance your career while improving your own quality of life.

You’ll have all the challenging and interesting cases you are looking for, but with the freedom and flexibility to work on your terms - there is no on-call or overnight work - your roster is agreed with you on an ongoing basis.

Reporting remotely from your home in Ontario during your normal waking hours, mostly early morning starts, you will be in a high-acute workflow dominated by emergency and trauma cases. You will find the work stimulating, our leadership supportive and our standards absolutely top-notch - everything has been designed by radiologists to make sure you are empowered to simply focus on producing the very best reporting you can to ensure patient welfare.

Salary range: Remuneration is structured as base salary + piecemeal ranging CAD275,000 to CAD 450,000 

Compensation and Benefits:
•    Remuneration is structured as base salary + piecemeal ranging CAD275,000 to CAD 450,000 - but there is no ceiling engagement is full-time at only 63 hrs/fortnight with no oncall and no overnight requirements
•    Everlight can potentially visa-sponsor you to remain in Ontario and cover associated costs
•    Regular RANZCR-compliant in-house CPD events
•    your reporting kit is provided and managed by our global IT team
•    You will be part of a supportive, collegial culture with a strong focus on your safety and professional growth

Qualifications: To be suitable for this position you will be required to have:
•    Fellowship of the Royal Australian and New Zealand College of Radiology (FRANZCR);
•    Specialist registration in the speciality field of Diagnostic Radiology with the Medical Board of Australia/AHPRA registration + be eligible/hold Vocational Registration in Diagnostic & Interventional Radiology with the Medical Council of New Zealand;
•    The academic standard of medical English language suitable for reporting (essential); 
•    Ideally, hold or have recently held, specialist radiologist position in a public hospital, reporting Emergency and Trauma cases. This is preferred but not essential and we assess all applicants on an individual basis

Contact and how to apply:

To explore how Everlight can help you keep a professional presence in ANZ whilst still earning well and enjoying life in Canada call Trish Hay (NSW business hours please) on +61 432 084 415 or complete this form