IT Service Account Coordinator - Healthcare

Proven Business Systems LLC • Franklin, TN

2h • $55,000 - $70,000 • Onsite

About The Position

The Healthcare IT Service Account Coordinator plays a critical coordination and client-facing role within a healthcare-focused managed IT services environment. This position is responsible for ensuring high levels of client satisfaction through proactive communication, accurate documentation, effective coordination with internal teams, and consistent follow-through on service, project, billing, and onboarding activities. The Service Account Coordinator serves as a primary operational point of contact for assigned healthcare clients—supporting day-to-day service needs, facilitating communication across departments, preparing quotes, coordinating project-related activities, and ensuring client environments are well-documented and understood by delivery teams. This role requires strong organizational discipline, excellent communication skills, and the ability to manage multiple concurrent priorities while maintaining a high-touch, white-glove service experience.

Requirements

• Strong organizational discipline
• Excellent communication skills
• Ability to manage multiple concurrent priorities
• Maintain a high-touch, white-glove service experience

Nice To Haves

• Experience in a healthcare-focused managed IT services environment

Responsibilities

• Provide prompt, professional, and empathetic assistance to healthcare clients, ensuring a positive service experience.
• Serve as a primary point of contact for client inquiries, service coordination, and follow-up.
• Act as a liaison between clients and internal teams to ensure clear communication and expectation alignment.
• Maintain positive, trust-based relationships with client stakeholders.
• Collect, document, and validate accurate information regarding client issues.
• Create, update, and prioritize tickets to ensure timely resolution.
• Review ticket queues regularly to confirm issues are progressing satisfactorily.
• Document calls, actions taken, and resolutions to ensure continuity across teams.
• Prepare for and facilitate bi-weekly center meetings.
• Review and verify that all open tickets for the center are being actively worked.
• Provide updates on the status of previous issues and confirm resolution or next steps.
• Identify overdue reboots, alerts, or systems requiring attention.
• Create new tickets for support requests, project needs, or quote requests discussed during meetings.
• Coordinate meeting schedules based on individual center needs.
• Determine client needs for quotes related to hardware, licensing, warranties, or services.
• Create tickets for Project Engineers to develop Statements of Work (SOWs) when required.
• Generate quotes based on approved scopes or standard offerings.
• Create quotes that do not require formal scopes when appropriate.
• Present quotes to clients, answer questions, gather feedback, and revise quotes as needed.
• Coordinate with Project Managers to understand assigned responsibilities within active projects.
• Support project advancement through scheduling, follow-up, and administrative coordination.
• Assist with ISP-related initiatives, Microsoft 365 licensing changes, and related project tasks.
• Respond promptly to urgent emails or calls requiring immediate attention.
• Route priority issues to the appropriate internal teams or create tickets as needed.
• Assist with urgent licensing requests, renewals, or time-sensitive changes.
• Provide white-glove support for one-off client needs that fall outside standard support workflows.
• Coordinate onboarding activities with healthcare center contacts and internal teams.
• Work with center administrators to understand workflows and collect required information.
• Coordinate with incumbent MSPs during transition periods as needed.
• Maintain and update IT Glue documentation with verified and accurate information.
• Execute onboarding tasks in alignment with organizational standards.
• Capture and document information arising from meetings and discussions to support ongoing service delivery.
• Support billing and licensing accuracy by maintaining up-to-date user lists and system inventories.
• Facilitate smooth transition from onboarding into steady-state bi-weekly service cadence.
• Assist with meeting room setups and logistics as needed.
• Coordinate with office-based staff when local support is required.
• Engage with client application vendors or center contacts to obtain missing timelines or information.
• Support internal teams by locating information, providing context, or clarifying client environment details.
• Participate in internal discussions related to client environments, planning, or next steps.

Benefits

• Group health insurance (Cigna network, PPO plans, High Deductible Health Plan with HSA contributions)
• Dental benefits (Mutual of Omaha)
• Vision PPO plan (EyeMed network)
• Voluntary worksite benefits (critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life, pet insurance)
• Employee discount program
• Home and auto insurance services
• Commuter/transit FSA
• Employer-provided Life/AD&D insurance ($25,000 benefit)
• Employer-provided Long-Term Disability (LTD) insurance
• Employee Assistance Program (Disability Resource Services through BlueCross BlueShield of Illinois)
• 401K plan with employer match (100% of first 3% and 50% of next 2%)
• Financial advisory services (Merrill Lynch)
• Permissive Time Off Policy
• Parental Leave (90-days paid Maternity, 10-days paid Paternity after 24 months)
• On-site fitness center

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed