Senior Service Coordinator - FT ( Day Shift)

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Hours : 8 am - 4 : 30 pm, no weekends

Location : Plainsboro, NJ

Position Summary :

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.

Degree Requirements and Minimum Experience Required :

High school diploma or GED required

Bachelor’s degree preferred

Minimum 3 years’ experience in a related field

Experience utilizing help desk / workflow tools preferred

Experience in queue and workflow management preferred

Experience utilizing scheduling products and / or MS Outlook calendars

Skill Requirements :

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

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

REQNUMBER : 207779