Client Experience Coordinator

TRIMEDX•Indianapolis, IN

3d•Hybrid

About The Position

The Client Experience Coordinator (CEC) makes a positive impact every day by handling incoming phone calls for the servicing of complex medical equipment and life-saving Imaging medical devices. They partner with clinical professionals on the telephone to input data for the servicing of medical equipment and secure critical information through thoughtful and positive interactions. 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 impacts 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. This position is Hybrid, primarily work from home (remote) with occasional in-office. The preferred location is Indianapolis, IN, but candidates must currently reside in the Eastern or Central Time zones and be able to work the required hours in EST.

Requirements

Must be able to type 45 wpm
Must have experience with Microsoft Outlook, or similar email solutions
High School or equivalent degree required
Candidates must currently reside in the Eastern or Central Time zones and able to work the hours listed below in EST.

Nice To Haves

Customer service experience preferred
college education 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.