Senior Service Coordinator, IS- Clinical Engineer HUP

Responsibilities:

• Evaluates and Identifies issues while seeking customer input.
• Evaluates, reviews and prioritizes tickets based on criticality.
• Determines and assigns tickets and work throughout the department.
• Manages workflow of tickets.
• Updates the TMS system.
• Runs reports from TMS and creates dashboards on specified categories.
• Analyzes where tickets are occurring and performs root-cause/trend analysis.
• Mentors Coordinators at other entities.
• Communicates with end users and prepares reports and status updates on disposition of equipment.
• Updates management on performance issues when tickets aren’t updated.
• Manages and monitors queues daily.
• Assigns, monitors and tracks service desk and team break fix and service request tickets and coordinates teams’ assignments via a variety of tools.
• Enters tickets directly into tracking tool as warranted.
• Researches missing information and updates ticket with same.
• Reviews incoming tickets for appropriate routing based on team, remote desktop, and/or technician visit.
• Schedules technician site visit according to established procedure or management direction.
• Answers customer questions as it relates to ticket status and scheduling.
• Follows-up with customers to ascertain satisfaction with services.
• Collects data and prepares reports on call volumes and other key metrics as assigned (i.e., daily, weekly, monthly, or ad hoc).
• Updates tickets and assignments according to established procedures.
• Performs administrative tasks for assigned team(s), including parts ordering, ticket creation, and other administrative tasks as assigned.
• Provides coverage for other queues as assigned.
• Participates in projects as assigned.
• Orders equipment under the guidance of the Clinical Engineering Manager.
• Performs other duties as assigned.

Education or Equivalent Experience:

• High school diploma or GED (Required).
• Bachelor’s degree (Preferred).
• 3+ years of experience in a related field (Required).
• Experience utilizing scheduling products and/or MS Outlook calendars (Required).
• Experience utilizing help desk/workflow tools (Preferred).
• Experience in queue and workflow management (Preferred).

Skills & Abilities:

• Excellent organizational and follow-up skills.
• Excellent customer service and communication skills.
• Ability to interact with all levels of Health System personnel to include: IT management and technical staff, consulting staff, clinicians, clinical administrators, unit clerks, etc.
• Knowledge of healthcare operations and the use of information system applications in the practicing healthcare environment preferred.
• Must be able to function as part of a team providing a high level of quality service to clients.
• Must be flexible and able to multitask.
• Ability to travel to and work at different Penn Medicine locations, and flexible working hours.