Client Experience Coordinator

TRIMEDX•Indianapolis, IN

7d•Hybrid

About The Position

The Client Experience Coordinator delivers exceptional service by coordinating repairs between healthcare professionals and TRIMEDX technicians. They are responsible for documenting equipment issues, determining severity and then dispatching the service request to the responsible technician. Coordinators are often the first point of contact in the organization’s service model and their work directly impact the client’s ability to deliver quality patient care. As such, they must professionally represent TRIMEDX in all interactions by demonstrating a commitment to the TRIMEDX vision, mission, and core values.

Requirements

Must be able to type 45 wpm
Must have experience with Microsoft Outlook, or similar email solutions

Nice To Haves

Customer service experience preferred

Responsibilities

Manage incoming interactions from healthcare professionals in a timely and courteous manner.
Demonstrate active listening skills and ask probing questions, as necessary, to relay the best possible information to the repair technician.
Document accurate information in work order systems.
Notify the appropriate field technician and escalate emergency situations utilizing call flow processes.
Demonstrate understanding of the healthcare environment, including medical equipment terminology.
Effectively use resources to solve customer issues or direct them to the appropriate source.
Adapt to process changes by staying current with new customer needs and CEC training materials.
Document and escalate safety incidents to the appropriate management and regulatory departments.
Demonstrate ownership and initiative by performing all necessary follow-up activities.
Document and escalate issues that may impact the CEC’s ability to deliver upon the service model.
Assist with visitor side by sides.
Assist with peer coaching.
Data entry and analysis.
All other duties as assigned.