Imaging Service Operations Coordinator

Agiliti is a top manufacturer and service provider for medical and surgical equipment. We partner with clinicians to help them stay patient-ready. Our team provides a range of devices and support required to safely care for patients, and we make sure essential equipment is ready and available when it's needed - from the ER to the OR. We operate locally - 24/7, nationwide - serving more than 10,000 customers who count on Agiliti to be ready for life-saving patient care.

Position Overview:

The Imaging Service Operations Coordinator ensures a responsive and positive delivery of Imaging customer service activities. Key responsibilities include timely dispatch of service, accurate customer reporting, off-contract billing and collaborating with Imaging Service Management along with other Agiliti personnel to ensure exceptional customer satisfaction.

The Imaging Service Operations Coordinator is a problem-solver with excellent interpersonal skills and a strong recognition of Imaging medical devices, serving as a subject matter expert in Imaging customer service requirements, Imaging contract entitlements and limitations, Imaging CMMS (Vityl) processes, and supporting essential office functions.

This position can work remotely from home or at our office in Lake Zurich, IL.

Key Responsibilities:

• Supervision: Oversee service events and provide service delivery guidance to Imaging Field Service Team resulting in positive and successful customer experience outcomes.
• Coordination: Collaborate with Imaging Service Management, Sales, Operations, Vendor Management, Pricing, and other Agiliti teams for customer communications to provide support and customer feedback on service escalation, billing and contract issues, and other customer service resolution activities.

• Order and Inventory Management: Process and maintain CMMS equipment inventory by verifying device, customer and vendor details in CMMS. Verify work order details in CMMS as reported by FSE or Vendor.
• Documentation: Maintain accurate records, billing and regulatory compliance.
• Staffing and Support: Assist in staffing and on-call schedules based on demand. Utilize sound time management and prioritize customer service.
• Training: Provide training and support to new customer service staff team members.
• Onboarding: Assist customer service team, providing cross and lateral training, emphasizing continuous improvement and teamwork, and offering ongoing feedback with focused action steps for improvement.
• Problem Resolution: Handle customer inquiries and resolve any customer and/or staff concerns, discrepancies, and/or conflicts in a timely manner.
• Compliance: Ensure all activities comply with industry regulations and company policies.
• Reporting: Prepare reports on customer service metrics and service equipment performance as required.
• Customer Feedback: Gather and analyze customer feedback to identify areas for improvement.
• Perform other duties as assigned.

Qualifications:

• Education: Associate or bachelor's degree in business administration, healthcare management, communications, or a related field preferred.
• Experience:
  • 1-2 years of customer service operations experience or a similar role, preferably in a healthcare or medical equipment setting.
  • Knowledge of the healthcare industry and experience with hospital medical equipment preferred.
• Skills:
  • Strong understanding of business management principles.
  • Excellent organizational and time management abilities.
  • Excellent verbal and written communication and interpersonal skills.
  • Proficiency in all Microsoft Office programs.
  • Ability to analyze data and make informed decisions.
  • Strong problem-solving skills with attention to detail.
  • Demonstrate in-depth knowledge of medical equipment, recognizing each by name.

• Professional Attributes:
  • Positive 'can-do' attitude and a customer-focused mindset.
  • Proactive approach to safety, health, and quality compliance including patient privacy laws.
  • Capability to take initiative and prioritize work to meet deadlines.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Show up to work on time, complete tasks, and communicate with management when problems arise.
  • Willingness to work flexible hours, including on-call, evenings, weekends, holidays, and emergency off-hours.
  • Adaptable and able to continue to be effective even when changes are occurring.

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti's investigation of such reports. Affirmative Action Policy Statements

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

Agiliti

Pay Range for All Remote Locations:

This range represents the low and high ends of the Agiliti pay range for this position. This base pay range information is based on the market locations shown. For sales positions, this range combines the base salary and the target incentive pay. The actual pay offered may vary depending on several factors including geographic location, experience, job-related knowledge, skills, and related factors. Dependent on the position offered, short-term and/or long-term incentives may be provided as part of the compensation. Applicants should apply via Agiliti's internal or external career site.