Sr Service Coordinator

Entity: Corporate Services

Department: IS-Clinical Engineer HUP

Location: Perelman Center for Advanced Medicine-3400 Civic Center Blvd

Hours: On Site, M-F, Daylight

Senior Service Coordinator

The Clinical Engineering Service Coordinator provides the administrative support functions for the Clinical Engineering Department. The Service Coordinator is responsible for entering and dispatching new work orders, assigning resources or vendors, following up on work orders and provides customers with updates on work orders. Assists with the overall management of biomedical equipment.

Accountabilities

• Evaluates and diagnoses issues while seeking customer input
• Manages moving devices in the SCM and Epic databases
• Evaluates, reviews and prioritizes tickets based on criticality
• Determines and assigns tickets and work throughout the IS org
• Manages workflow of tickets
• Instrumental in the proactive and reactive management of MPS; receives alerts for HUP and determines next steps
• Updates the MPS utility for all entities
• Runs reports from Athena and creates dashboards on specified categories
• Analyzes where tickets are occurring and performs root-cause analysis
• Mentors Coordinators at other entities
• Updates management on performance issues when tickets aren’t updated
• Manages and monitors queues daily
• Assigns, monitors and tracks helpdesk 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.
• Performs other duties as assigned.

Minimum Requirements

Required Education and Experience

High school diploma or GED required

• Bachelors degree preferred
• One or more years of 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

Required Skills and 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 hour

Because growth is essential to continuing to meet the current and future needs of patients, Penn Medicine continues to expand its capabilities.