Client Experience Coordinator

About the role

If you are wondering what makes TRIMEDX different, it's that all of our associates share in a common purpose of serving clients, patients, communities, and each other with equal measures of care and performance. Everyone is focused on serving the customer and we do that by collaborating and supporting each other.

Associates look forward to coming to work each day. Every associate matters and makes a difference. It is truly a culture like no other — We hope you will join our team!

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.

Requirements

• Must be able to type 45 wpm.
• Must have experience with Microsoft Outlook, or similar email solutions.
• Customer service experience preferred.

Qualifications

• High School or equivalent degree required; college education preferred.

Skills

• None specifically listed beyond general customer service and technical skills.

Benefits

Comprehensive Benefits Package: including medical, dental, vision, 401K, Paid Time Off (PTO) & 9 paid holidays.

Pay

$17.50 per hour (plus shift differential for some evening & Sat/Sun hours).

Schedule

Position is Hybrid: primarily work from home (remote) with occasional in-office. Hours: Monday, Wednesday, Thursday, Friday and Sat 11:00 am-7:30 pm EST (Tuesday & Sunday off).