Four years ago, Edison Sanchez saw that RadNet’s growing and evolving contact centers needed more dedicated IT assistance. He outlined the challenge, identified an opportunity to adopt a different support structure and pitched the proposed solution to his manager.
Today, that idea looks remarkably similar to Edison’s newest role. As Supervisor of IT Operations for RadNet’s contact centers, he helps identify their technology needs, coordinates with teams across IT and works to solve problems throughout an operation that now includes 10 contact centers, numerous remote employees and locations spanning the U.S., the Philippines, India and the Dominican Republic.
It is the latest chapter in a RadNet career that began 13 years ago — not in IT, but with answering phones.
They took a chance on me and have continued to give me chances to rise to my potential.
Edison Sanchez · Supervisor of IT Operations for RadNet’s Contact Centers
A Foot in the Door
Edison’s path to healthcare began after a motorcycle accident introduced him to medical imaging.
“I was fascinated by the MRI machines, the X-rays, everything,” he recalled.
A conversation with a radiologic technologist at the trauma center sparked an idea: maybe radiology could be a career. Edison decided the best way to find out was to get a job in the industry.
He joined RadNet as a scheduler, answering patient calls and scheduling imaging appointments. He initially considered becoming a radiologic technologist but eventually realized his interests were pulling him in another direction.
“I always loved technology. I love computers. I love tinkering with things and figuring things out,” he said.
When an opportunity arose to apply for a position with RadNet’s IT Service Desk, one detail may have stopped others: Edison had no college degree, IT certifications or professional technology experience.
He still applied, and RadNet’s Talent Team gave him the opportunity after seeing his potential and enthusiasm.
“They could have easily said, ‘No, you can’t move into an IT job. You’re a scheduler with no IT background, no certificates, no degree—nothing,’” he said. “But they took a chance on me and have continued to give me chances to rise to my potential.”
Building a Career One Opportunity at a Time
Edison hasn’t wasted those chances. After joining the Service Desk, he moved into IT operations — the “boots on the ground,” as he described it, supporting imaging centers and a contact center in Frederick, Maryland. He became a team lead and as RadNet’s contact center operations evolved, eventually focused exclusively on supporting that environment.
Each role exposed him to more of the organization and today, his responsibilities extend across RadNet. Edison serves as a bridge between contact center operations and the many IT teams needed to keep them running. On any given day, that can mean basic troubleshooting or coordinating with cybersecurity, network administrators, IT leadership and other departments to resolve complex issues.
If someone at a contact center is struggling with a technology problem and cannot get it resolved, Edison’s job is to find the right people, connect them and keep pushing toward a solution.
“Edison has a tenacity to learn and to create efficiencies around inefficient processes,” said David Brechemin, RadNet’s Director of East Coast IT Operations. “He can break down problems into simple terms for non-technical audiences and make them feel comfortable when getting to the root of an issue.”
The work requires not only technical knowledge, but also a strong aptitude for building relationships. Edison has made a point of meeting people, volunteering to help and saying yes to opportunities over the years. Only later did he understand how much that mattered.
“I didn’t realize I had a reputation with managers who didn’t know me. They’d heard my name mentioned — and always in a positive context. That was very helpful in getting my current position,” he said.
“Edison’s new position allows him to make use of new and past relationships in both IT and Operations to advocate for an extremely important part of RadNet’s business,” David said. “This new position is a great opportunity for Edison to excel and strengthen the experience for all of our patients.”
There’s another takeaway that is very important to Edison.
“Degrees, certifications and work experience may get you into the position you want quicker,” he said. “But don’t let the lack of these things be the reason you don’t try.”
