Customer Service Coordinator

Agiliti Health•Indianapolis, IN

23h•Onsite

About The Position

The Customer Service Coordinator is responsible for the delivery and pick-up of medical equipment and supervision of individuals who perform these services. Responsibilities include managing the equipment inventory, supplies and fleet vehicles, working closely with district management to ensure customer retention and serving as subject matter expert in equipment processing, inspection and in-servicing. The Customer Service Coordinator provides training and supports key daily office functions, including record keeping and billing.

Requirements

21 years of age or older
Proficient computer skills, including Microsoft Office programs (Word, Excel, PowerPoint)
Willing to work flexible hours, including on call, evenings, weekends and holidays, as well as emergency off-hours as required
Valid driver’s license
Able to stand for long periods and walk great distances
Able to lift and/or push 75 pounds
Quality orientation with a “get it right the first time” attitude
Complies with patient privacy laws in all matters
Maintains and projects confidence, enthusiasm and a professional image
Flexible, coachable
Demonstrates strong communication skills (listening, writing and speaking)
Demonstrates team orientation and shows respect for others
Operates with a proactive approach towards safety, health and quality in compliance with all company, governmental and customer policies and regulations
Organized; prioritizes to meet deadlines
Customer-focused; willing to go above and beyond
Understands and uses effective conflict resolutions skills, e.g., identifies and resolves customer and staff concerns, discrepancies and disagreements
Demonstrates in-depth knowledge of medical equipment; knows equipment by name, appearance and accessory list
Completes and maintains DOT certification, according to location-specific business needs

Nice To Haves

Associate’s degree or Bachelor’s degree preferred
1-2 years of supervision/management or customer excellence experience preferred
Knowledge of the healthcare industry, including an understanding of, or experience with, hospital medical equipment preferred
Business management understanding
Potential for DOT certification

Responsibilities

Delivery and pick-up of medical equipment
Supervision of individuals who perform delivery and pick-up services
Managing the equipment inventory, supplies and fleet vehicles
Working closely with district management to ensure customer retention
Serving as subject matter expert in equipment processing, inspection and in-servicing
Providing training to customer service staff on medical equipment cleaning, testing and inspecting
Conducting in-servicing on equipment features and functionality
Recruiting and developing customer service staff
Providing cross and lateral training, emphasizing continuous improvement and teamwork
Providing on-going feedback with focused action steps for areas of improvement
Holding self and staff accountable for completion of assignments
Ensuring accurate and timely documentation for billing and regulatory compliance
Demonstrating sound and timely decision-making skills in front of team and customers
Assisting with management of the district and customer on-site service programs (e.g., Asset360) in Operation Manager’s absence
Manages missing and lost equipment, software upgrades and accessories
Performs periodic reviews and ready line audits to ensure proper practices are being executed
Assists in the development of staffing and on-call schedules based on demand
Manages shipping/receiving, requisitions and purchase orders
Manages equipment inventory, par levels and supplies
Exercises sound time management, and handles geographic routing and prioritization to service customers
Performs other assigned duties