About Radin Health Radin Health is a leading Healthcare SaaS company transforming the radiology landscape through innovative, AI-powered solutions. Our platform empowers imaging centers and teleradiology practices with integrated Radiology Information Systems (RIS), PACS, Voice Recognition (Dictation AI), Patient Engagement tools, and Revenue Cycle Management workflows. We are passionate about improving the speed, accuracy, and intelligence of diagnostic imaging operations. Join us in reshaping the future of healthcare technology. Position Summary We are seeking a dynamic and experienced Director of Customer Support to lead our customer-facing support team. This role is critical in ensuring a world-class service experience for our clients, who include radiology groups, imaging centers, and healthcare providers. You will oversee all aspects of our call center and support operations, ensuring timely resolution of technical and user issues, driving proactive support initiatives, and leading a team focused on continuous improvement, customer satisfaction, and operational excellence. Key Responsibilities Leadership & Strategy Define and execute the customer support vision aligned with company growth and product evolution. Build, mentor, and lead a high-performance team of support agents, leads, and managers. Champion a culture of accountability, empathy, and continuous learning. Establish, track, and improve key performance indicators (KPIs), including First Response Time, Time to Resolution, and Customer Satisfaction Score (CSAT). Customer Success & Engagement Serve as the final point of escalation for complex or high-impact client issues. Build trusted relationships with key B2B clients in the radiology sector. Partner with account management, onboarding, and sales to ensure client retention and satisfaction. Collect and synthesize customer feedback to inform product development and training needs. Operations & Technology Manage and optimize ticketing workflows, knowledge base content, self-service tools, and AI/chatbot implementations. Oversee the use and configuration of tools such as Jira Service Management, Intercom, Zendesk, or Freshdesk. Design and enforce escalation protocols, incident management plans, and SLA compliance. Implement automation strategies and process improvements to reduce support burden and improve responsiveness. Cross-Functional Collaboration Work closely with engineering, QA, and product teams to resolve bugs, guide prioritization, and represent the voice of the customer. Align with compliance and security officers to maintain HIPAA, SOC2, and data privacy adherence across all client interactions. Data-Driven Management Monitor and report on support center performance, client trends, and root-cause analysis of recurring issues. Present regular support insights and recommendations to the executive team. Use dashboards and analytics to proactively identify at-risk accounts and training gaps. Required Skills & Experience 8+ years in customer support or client services roles, with at least 3 years in a leadership capacity (preferably in SaaS or healthcare IT). Deep understanding of the radiology ecosystem, including PACS, RIS, HL7/FHIR workflows, and B2B healthcare partnerships. Proven success in managing a support center or technical support team in a SaaS environment. Strong command of cloud infrastructure (AWS/Azure/GCP), networking basics, database systems, and API integrations. Experience with ITIL practices, support operations frameworks, and automation tools. Outstanding communication, conflict resolution, and stakeholder management skills. Preferred Qualifications Bachelor’s or Master’s in Computer Science, Healthcare Informatics, Business, or related field. Experience supporting radiology groups, imaging centers, or teleradiology practices. Familiarity with HIPAA, SOC2, and data governance policies. Background in implementing or overseeing AI-enhanced customer support platforms. What Sets You Apart You’ve built or scaled a support operation from the ground up or through high-growth stages. You speak both “tech” and “customer” fluently—and know how to translate between them. You care deeply about quality, accountability, and customer empathy—and it shows in how your teams serve and lead. Why Join Radin Health? Be part of a mission-driven company that’s improving lives through smarter radiology. Collaborate with innovative, passionate, and driven professionals across healthcare and tech. Lead transformative change in a company that values transparency, agility, and excellence. Show more Show less

Welcome to Radin Health A premier Healthcare IT Software as a Service (SaaS) provider specializing in revolutionizing radiology workflow processes. Our cloud-based solutions encompass Radiology Information Systems (RIS), Picture Archiving and Communication Systems (PACS), Voice Dictation (Dictation AI) and Radiologist Workflow Management (RADIN Select), all powered by Artificial Intelligence. We are an innovative, forward-thinking Company with AI-Powered Solutions. Join Our Team! We Are Looking for Talent We are seeking a highly skilled AI Engineer with proven experience in healthcare document intelligence. You will lead the development and optimization of machine learning models for document classification and OCR-based data extraction , helping us extract structured data from prescriptions, insurance cards, consent forms, orders, and other medical records. You will be part of a fast-paced, cross-functional team working to integrate AI seamlessly into healthcare operations while maintaining the highest standards of accuracy, security, and compliance. Key Responsibilities Model Development: Design, train, and deploy ML/DL models for classifying healthcare documents and extracting structured data (e.g., patient info, insurance details, physician names, procedures). OCR Integration & Tuning: Work with OCR engines like Tesseract, AWS Textract, or Google Vision to extract text from scanned images and PDFs, enhancing accuracy via post-processing and pre-processing techniques. Document Classification: Build and refine document classification models using supervised learning and NLP techniques, with real-world noisy healthcare data. Data Labeling & Annotation: Create tools and workflows for large-scale labeling; collaborate with clinical experts and data annotators to improve model precision. Model Evaluation & Improvement: Measure model performance using precision, recall, F1 scores, and deploy improvements based on real-world production feedback. Pipeline Development: Build scalable ML pipelines for training, validation, inference, and monitoring using frameworks like PyTorch, TensorFlow, and MLFlow. Collaboration: Work closely with backend engineers, product managers, and QA teams to integrate models into healthcare products and workflows. Required Skills & Qualifications Bachelor's or Master’s in Computer Science, AI, Data Science, or related field. 7+ years experience in machine learning, with at least 3 years in healthcare AI applications. Strong experience with OCR technologies (Tesseract, AWS Textract, Azure Form Recognizer, Google Vision API). Proven track record in training and deploying classification models for healthcare documents. Experience with Python (NumPy, Pandas, Scikit-learn), deep learning frameworks (PyTorch, TensorFlow), and NLP libraries (spaCy, Hugging Face, etc.). Understanding of HIPAA-compliant data handling and healthcare terminology. Familiarity with real-world document types such as referrals, AOBs, insurance cards, and physician notes. Preferred Qualifications Experience working with noisy scanned documents and handwritten text. Exposure to EHR/EMR systems and HL7/FHIR integration. Knowledge of labeling tools like Label Studio or Prodigy. Experience with active learning or human-in-the-loop systems. Contributions to healthcare AI research or open-source projects.