Client Experience Coordinator
TRIMEDX is a company focused on improving healthcare services, and they are seeking a Client Experience Coordinator to enhance patient care. This role involves coordinating repairs between healthcare professionals and technicians, documenting equipment issues, and ensuring exceptional service delivery.
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
Skills
- Must be able to type 45 wpm
- Must have experience with Microsoft Outlook, or similar email solutions
- Customer service experience
- High School or equivalent degree required
- College education preferred
- Candidates must currently reside in the Eastern or Central Time zones
- Able to work the hours listed below in EST
- Hybrid: primarily work from home (remote) with occasional in-office
Benefits
- Comprehensive Benefits Package: including medical, dental, vision, 401K, Paid Time Off (PTO) & 9 paid holidays
Company Overview