Imaging Service Operations Coordinator

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Requirements:

• 1-2 years of customer service operations experience or a similar role, preferably in a healthcare or medical equipment setting.
• Knowledge of the healthcare industry and experience with hospital medical equipment preferred.
• Strong understanding of business management principles.
• Excellent organizational and time management abilities.
• Excellent verbal and written communication and interpersonal skills.
• Proficiency in all Microsoft Office programs.
• Ability to analyze data and make informed decisions.
• Strong problem-solving skills with attention to detail.
• Demonstrate in-depth knowledge of medical equipment, recognizing each by name.

Responsibilities:

• Oversee service events and provide service delivery guidance to Imaging Field Service Team resulting in positive and successful customer experience outcomes.
• Collaborate with Imaging Service Management, Sales, Operations, Vendor Management, Pricing, and other Agiliti teams for customer communications to provide support and customer feedback on service escalation, billing and contract issues, and other customer service resolution activities.
• Process and maintain CMMS equipment inventory by verifying device, customer and vendor details in CMMS. Verify work order details in CMMS as reported by FSE or Vendor.
• Maintain accurate records, billing and regulatory compliance.
• Assist in staffing and on-call schedules based on demand. Utilize sound time management and prioritize customer service.
• Provide training and support to new customer service staff team members.
• Assist customer service team, providing cross and lateral training, emphasizing continuous improvement and teamwork, and offering ongoing feedback with focused action steps for improvement.
• Handle customer inquiries and resolve any customer and/or staff concerns, discrepancies, and/or conflicts in a timely manner.
• Ensure all activities comply with industry regulations and company policies.
• Prepare reports on customer service metrics and service equipment performance as required.
• Gather and analyze customer feedback to identify areas for improvement.
• Perform other duties as assigned.