Imaging Service Operations Coordinator

Job Description:

The Imaging Service Operations Coordinator ensures a responsive and positive delivery of Imaging customer service activities. Key responsibilities include timely dispatch of service, accurate customer reporting, off-contract billing and collaborating with Imaging Service Management along with other Agiliti personnel to ensure exceptional customer satisfaction.

The Imaging Service Operations Coordinator is a problem-solver with excellent interpersonal skills and a strong recognition of Imaging medical devices, serving as a subject matter expert in Imaging customer service requirements, Imaging contract entitlements and limitations, Imaging CMMS (Vityl) processes, and supporting essential office functions.

This is a temporary position that can be in person at our Lake Zurich office or remotely anywhere in the USA.

Key Responsibilities:

• Supervision: Oversee service events and provide service delivery guidance to Imaging Field Service Team resulting in positive and successful customer experience outcomes.
• Coordination: 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.

• Order and Inventory Management: 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.
• Documentation: Maintain accurate records, billing and regulatory compliance.
• Staffing and Support: Assist in staffing and on-call schedules based on demand. Utilize sound time management and prioritize customer service.
• Training: Provide training and support to new customer service staff team members.
• Onboarding: Assist customer service team, providing cross and lateral training, emphasizing continuous improvement and teamwork, and offering ongoing feedback with focused action steps for improvement.
• Problem Resolution: Handle customer inquiries and resolve any customer and/or staff concerns, discrepancies, and/or conflicts in a timely manner.
• Compliance: Ensure all activities comply with industry regulations and company policies.
• Reporting: Prepare reports on customer service metrics and service equipment performance as required.
• Customer Feedback: Gather and analyze customer feedback to identify areas for improvement.
• Perform other duties as assigned.

Qualifications:

• Education: Associate or bachelor’s degree in business administration, healthcare management, communications, or a related field preferred.
• Experience:
  • 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.
• Skills:
  • 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.

• Professional Attributes:
  • Positive ‘can-do’ attitude and a customer-focused mindset.
  • Proactive approach to safety, health, and quality compliance including patient privacy laws.
  • Capability to take initiative and prioritize work to meet deadlines.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Show up to work on time, complete tasks, and communicate with management when problems arise. 
  • Willingness to work flexible hours, including on-call, evenings, weekends, holidays, and emergency off-hours.
  • Adaptable and able to continue to be effective even when changes are occurring.