Operations Support Specialist

Why Renovo?

Renovo Solutions is a nationwide healthcare technology management company. Our mission is to enable our employees to create customer-centric solutions that empower our healthcare and life science partners to deliver better outcomes and quality of life for the communities they serve. With a presence in 40 states, we provide comprehensive solutions for managing & maintaining healthcare technologies. Our company’s values of being People First, Customer Centric, Quality Focused, Innovative and Transparent demonstrate our beliefs in a strong culture and a commitment to excellence. We prioritize investing in our employees’ development through ongoing training programs and a supportive work environment. Join our team to make a difference in healthcare while advancing your career with Renovo.

Summary

An Operations Support Specialist is assigned full time on-site to a specific resident staff account (facility) to provide account assistance. This role is responsible for on-site account administration and must maintain an exceptional relationship with the account sponsors, facility staff, equipment end users, vendors, and service personnel.

Essential Duties & Responsibilities

• Must exhibit excellent leadership ability and personnel skills. An individual must be able to deal with people in a managerial or supervisory role, establish work priorities and schedules, training requirements, etc., in a manner sensitive to both the customer and coworkers.
• Must take responsibility for clerical needs, including completeness and accuracy of service reports while also entering the information into our CMMS RENOVOLive system in a timely manner. Other duties include filing, tracking scheduled maintenance (SM) and repair services (CM), monthly status reports, and notification to departments of overdue and incomplete SM’s.
• Coordinates and monitors till completion outside vendor services provided to account. Escalates challenges as applicable and works with all parties to resolve escalation while keeping the end user and sponsor updated at all times. Will also be involved and responsible for the negotiation of service contracts when necessary.
• Responsible for processing inventory additions and deletions to the RENOVO Services agreement, while maintaining an accurate inventory in RENOVOLive and customer CMMS if applicable. Will routinely inventory cycle counts to validate inventory accuracy. Communicates with appropriate support staff pro-actively to assure customer satisfaction with the RENOVO program. Reviews Inventory & budgetary reports for accuracy and completeness routinely. Meets with sponsor weekly to review agreed upon metrics and data related to program performance, while also discussing escalations and other important topics.
• Must work independently to schedule all SMs (scheduled maintenance) proactively while balancing repair calls (corrective maintenance) as required. Will always pursue a SM monthly completion rate of 100%. Must respond to all urgent requests for service verbally within 15 minutes.
  
  

Essential Duties & Responsibilities (continued)

• Must prioritize balance of repairs and scheduled services accordingly. Will monitor all repairs till completion, then follow up with equipment end-user to make sure they are satisfied with the repair.
• Orders and tracks all necessary parts and purchased services for repairs using the approved purchasing method for the account. Demonstrates good judgement on which repairs are attempted on-site. Will obtain sponsor approval on certain part acquisitions (will be specified), and responsible for maintaining and accurate inventory and usage report.
• Maintains timely and accurate knowledge of equipment status through proper use of department schedules, inventories and PM schedules.
• Must exhibit extraordinary customer relations skills. A close daily relationship with the customer sponsor and account staff requires a high level of customer satisfaction and perception of value per dollar cost. Company image is perceived primarily through contact with the customer and onsite personnel.
• Must work closely with his or her Managers to keep them informed of account status. This must include SM status, repair status, level and type of projects underway and customer concerns, challenges and escalations.
• Assists in user education and new equipment evaluation as requested. Assists in evaluation of predictable life span of aging equipment.
• As pertaining to equipment management, tracks safety and quality related issues as required by the facility including hazard notification, equipment failure related to end user safety, manufacturer recalls and mandatory equipment notifications and upgrades. Attends Safety / OSHA Committee meetings as required by the facility.
• Performs other duties as assigned, including escorting vendors, and assisting with on-site repair calls as needed.
• Performs other duties as assigned by your Manager
  
  

Education/Special Training

• B.S Degree or equivalent required
• Minimum of 2 years of experience in the Life Science / Research industry preferred.
• Exceptional organizational and administrative skills required.
• Excellent written and verbal communication skills required.
• Proficient in Microsoft Office products, with emphasis in excel.
  
  

Required Competencies

• Accountability – takes ownership of assigned work and responsibilities, follows through and closes the loop
• Communication – clearly expresses thoughts and ideas both in written and verbal communications, provides timely information
• Customer Service – demonstrates a “customer-first” mentality, focused on meeting the needs of customers and captures feedback to make improvements
• Priority Setting – Prioritizes assigned schedules and workload
• Technical Knowledge - Basic understanding of general clinical patient care devices and their use within the healthcare facility
  
  

Required Work Hours

Forty hours per week during daytime and evening hours, unless otherwise specified. Scheduled work hours may change. Overtime may be required or permitted with prior approval. On call may be required.