October 10, 2024

Medxcel

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 receives and evaluates emergency and non-emergency calls for service, escalating to appropriate facilities management personnel when necessary. Overall, the Client Experience Coordinator makes appropriate decisions that affect the safety of patients, visitors, and staff at the medical facilities Medxcel serves.

Shift:- Mon 7am-5:30pm -Thursday 7am-5:30pm- Fri- 7am-5:30pm- Sat 7am-5:30 pm EST

With compassion, exceptional service, and efficiency, the Client Experience Coordinator questions, advises, and otherwise communicates with callers, gathering essential information to establish the priority and type of service needed. The Client Experience Coordinator exercises proper professional judgment in stressful situations, entering response information into the work order system, and addressing all levels of leadership within the organization when necessary.

The Client Experience Coordinator is often the first point of contact with Medxcel’s service model. As such, the Client Experience Coordinator represents Medxcel in all interactions by demonstrating a commitment to the organization’s vision, mission, and core values.

This position is located Home Office- Remote.
Responsibilities:

Manage Internal and External Customer Interactions (90%)

Use telephony system to manage incoming calls, emails, and voicemails in a timely, professional, and courteous manner for all lines of business.
Translate essential information to appropriate priority and category.
Determine and assign the level of priority and category of the call and enter the data into a case management / work order system for scheduling purposes.
Process emergency management requests through escalation to key stakeholders within leadership teams throughout the organization.
Ask questions to interpret, analyze, and anticipate the caller’s situation to resolve problems, provide information, escalate, or refer to other resources.
Use resources to provide accurate information to customers.
Demonstrate ownership and perform necessary follow-up activities.
Adapt to process changes by staying current with training materials and knowledge articles.
Identify and investigate system or process issues as requested.

Other Duties as Assigned (10%)

Assist with visitor side-by-sides, shadowing.
Data entry and analysis.
Perform tasks on behalf of other support departments as requested.

Qualifications: Education:

High school diploma or equivalent -required.
Bachelor Science Degree -preferred.

Experience:

Ability to type 40 words per minute -required.
Experience with the Microsoft Office suite -required.
Experience in service-oriented field interacting directly with internal and external customers -required.
Experience with a case management system – e.g., Service Now, Salesforce -preferred.
Experience communicating with all levels of the organization, including senior and executive leadership -preferred.

Knowledge, Skills and Abilities:

Must be able to develop and maintain cooperative and professional relationships with fellow employees, representatives from other departments, and supervisors.
Must have the ability to use logic and reasoning to reach conclusions and approaches to callers’ problems.
Must have the ability to use judgment and decision-making skills to evaluate callers’ situations, establish priorities, and determine the most appropriate course of action.
Must have the ability to work in a fast-paced environment, managing high call volumes, diffusing stressful and tense situations while maintaining composure and positive attitude.
Must have the ability to think quickly and adapt quickly.
Must have excellent active listening skills.
Must have strong verbal and written communication skills.
Must have excellent attention to detail.
Must be able to navigate multiple computer applications simultaneously.

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