Customer Service Coordinator

Agiliti•Boston, MA

1d•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. This role involves managing equipment inventory, supplies, and fleet vehicles, collaborating with district management for customer retention, and acting as a subject matter expert in equipment processing, inspection, and in-servicing. The Coordinator also provides training and supports daily office functions like record keeping and billing. Agiliti helps hospitals reduce wasted spending by optimizing medical equipment processes through its Equipment Value Management (EVM) framework, which includes Clinical Engineering, Onsite Equipment Management, and Rental Services. Over 7,000 hospitals and health systems rely on Agiliti to cut costs and enable clinicians to focus more on patient care, supported by a nationwide network for quick response.

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.
Potential for DOT certification.
Able to stand for long periods and walk great distances.
Able to lift and/or push 75 pounds.
Possesses 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.
May be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements, including the COVID-19 vaccination.

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.

Responsibilities

Responsible for the 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.
Supporting key daily office functions, including record keeping and billing.
Provides leadership and direction to delivery and processing teams to ensure successful customer experience.
Ensures prompt and courteous service is delivered to all customers in person, by phone and communications.
Understands and uses effective conflict resolutions skills, e.g., identifies and resolves customer and staff concerns, discrepancies and disagreements.
Participates and partners with Technical Services, Account Executives and Operations Manager on customer meetings to promote revenue growth, cost containment and expansion of services with existing customers.
Assists with management of the district and customer on-site service programs (e.g., Asset360) in Operation Manager’s absence.
Demonstrates in-depth knowledge of medical equipment; knows equipment by name, appearance and accessory list.
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.
Completes and maintains DOT certification, according to location-specific business needs.
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.
Trains customer service staff on medical equipment cleaning, testing and inspecting and conducts in-servicing on features, functionality, etc.
Recruits and develops customer service staff.
Provides cross and lateral training, emphasizing continuous improvement and teamwork, and provides on-going feedback with focused action steps for areas of improvement.
Holds self and staff accountable for completion of assignments.
Ensures accurate and timely documentation for billing and regulatory compliance.
Demonstrates sound and timely decision-making skills in front of team and customers.
Performs other assigned duties.