Responsible for executing CORE centralized service delivery activities to maximize imaging modality and center facility uptime. The Service Delivery Center Call Coordinator will be the primary point of contact for center staff and vendors to facilitate service delivery for all modality and facility issues within US Radiology centers. Important areas of execution will focus on timely communication and management of the service delivery process in a manner that results in center scan volume objective achievement.
Duties/Responsibilities:
- Serve US Radiology Centers by managing modality and facility hard down events with a sense of urgency that meets or exceeds uptime objectives
- Manage modality and facility service calls from center staff
- Open all service tickets with vendor service providers
- Document service call on internal ticketing system with details of equipment and/or facility issues
- Work with vendors to deploy joint service strategy
- Manage all open calls in coordinators que, making sure they are updated and completed in real time.
- Timely escalation of modality hard down events to department leaders
- Timely and effective communication of service call details with center staff, vendors, sales, and operations leadership.
- Effectively set accurate repair expectations to enable center staff and patient schedule planning
- Maintain accurate and detailed service records within the internal ticketing system.
- On call support may be required
Required Skills/Abilities:
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Excellent time management skills with a proven ability to meet deadlines
- Ability to prioritize tasks and exercise a sense of urgency during modality and/or facility hard down events
- Ability to function well in a high-paced and at times stressful environment
- Proficient with Microsoft Office Suite or related software
- Typing speed of 50-80 words per minute
Education and Experience:
- High school diploma or equivalent
- At least two years relevant customer service or call center experience
- CMMS ticketing system experience is nice to have
- Diagnostic imaging modality service experience is preferred
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
U.S. Radiology Specialists is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.