Client Experience Coordinator

Overview

Medxcel is here to lead the transformation of healthcare facilities management by incorporating a new approach to providing services. Created by healthcare, for healthcare, we have a dedicated focus on our people and customers, as well as providing tools, processes, support resources, data analytics and insource strategies that drive results.

The Client Experience Coordinator provides exceptional service by interfacing with customers, business unit leaders and hospital-based technicians to dispatch service requests, while working within our Central Office - Indianapolis, IN. This role is responsible for documenting reported issues, enabling customers to deliver quality patient care. Coordinators are often the first point of contact in the organization’s service model. As such, the coordinator must professionally represent Medxcel FM in all interactions by demonstrating a commitment to the, vision, mission, and core values. The right candidate will be comfortable with making sound judgement calls and proactively escalating issues to improve a customer’s experience with Medxcel FM. The coordinator must be at ease with addressing and talking to all levels of leadership within the organization.

“As a healthcare company we have an important responsibility to protect individual and public health. This position will require individuals to be fully vaccinated against COVID-19 as part of their job responsibilities, unless an exemption can be confirmed based on a medical condition or sincerely held religious belief. Submission & Approval of an Exemption does not guarantee that an exemption can be accommodated.”

Responsibilities

Handle External and Internal Customer Interactions:

• Handle incoming calls and emails in a timely, professional, and courteous manner
• Obtain all necessary information and input into the CMMS
• Use telephony system to manage call interactions and respond to emails
• Utilize resources to provide accurate information to customers requesting service
• Adapt to process changes by staying current with all new training materials
• Document and escalate customer concerns
• Document and escalate safety incidents
• Demonstrate ownership and perform necessary follow-up activities
• Demonstrate proficiency in handling interactions for all lines of business
• Handle incoming calls and emails in a timely, professional, and courteous manner
• Identify and investigate system or process issues, as requested
• Demonstrate proficiency in handling interactions, questions, and concerns from all internal customers
• Make outbound calls for escalated issues
• Process emergency management requests by engaging key stakeholders within leadership teams across the organization

Other duties as assigned:

• Assist with visitor side by sides
• Assist with peer coaching
• Data entry and analysis
• Perform tasks on behalf of other support departments as requested

Qualifications

Education and Work Experience:

• High school or equivalent required; college education preferred
• Ability to type 40 words/minute required
• Experience using Microsoft office required
• Experience in service oriented field interacting with customers required                      
• Experience in utilizing a ticketing or dispatch system preferred
• Experience communicating with all levels of an organization including senior or executive levels preferred 

Competencies:

• Must have excellent active listening skills
• Must be able to thrive in a fast-paced environment
• Must have excellent attention to detail
• Must have strong written and verbal communication skills
• Must be able to navigate multiple systems simultaneously
• Must have strong customer service skills, including the ability to diffuse tense situations
• Must be able to manage high call volumes while maintaining composure and positivity
• Must be able to adapt to change quickly and with a positive attitude

This a remote position that will require minimum internet speed of 50 mbps to support the required software. 

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