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