Customer Service Technician – Driver, Customer Service Coordinator, Operations Manager, Hospital Service Technician, Laser Technician, Field Service Technician (Biomedical)
Universal Hospital Services, Inc. Lenexa, KS, United States
Dec 08, 2017Full time
Other: Biomedical Customer Service Technician – Driver Job Description: The Customer Service Technician is responsible for delivery and equipment management tasks for a district office, including customer delivery and pick-up of medical equipment; processing, cleaning, inspecting and testing equipment; and inventory maintenance. Knowledge and Physical Requirements 21 years of age or older, with high school diploma or equivalent. Prior work experience in hospital setting or customer service preferred. Basic computer skills. Willing to work flexible hours, including evenings, weekends and holidays, as well as emergency off-hours as required. Valid driver’s license and potential for DOT certification. Able to lift and/or push 75 pounds. Able to stand and walk for long periods of time. Practical Skills (Tasks that the job holder must be able to do and demonstrate.) Able to dialogue with clinical staff on the topics of equipment features, functionality, etc. Understands and uses effective conflict resolution skills, e.g., identifies and resolves service concerns, discrepancies and disagreements. Ensures prompt and courteous service is delivered to all customers in person and in all communications. Shares information with all team members to improve ability to service customers and define opportunities for the district team. Completes all paperwork accurately and in a timely manner to ensure accurate documentation for billing and required regulatory compliance. Stays up to date on the medical equipment in our fleet. Inspects, cleans and tests medical equipment for functionality, following approved written procedures. Safely loads, secures and delivers medical equipment to customers. Completes and maintains DOT certification, according to location-specific needs. Educates and engages customers at the time of delivery, detailing customers on the features and functionality of the equipment, Retrieves equipment from customer locations, safely transporting the equipment back to the UHS office. Ships and receives medical equipment and supplies. Assists with inventory management. Resolves customer complaints, ensuring customer satisfaction. Performs other assigned duties. Customer Service Coordinator Job Description: The Customer Service Coordinator is responsible for the delivery and pick-up of medical equipment and supervision of individuals who perform these services. Responsibilities include managing the equipment inventory, supplies and fleet vehicles, working closely with district management to ensure customer retention and serving as subject matter expert in equipment processing, inspection and in-servicing. The Customer Service Coordinator provides training and supports key daily office functions, including record keeping and billing. Practical Skills (Tasks that the job holder must be able to do and demonstrate.) Provides leadership and direction to delivery and processing teams to ensure successful customer experience. Ensures prompt and courteous service is delivered to all customers in person, by phone and communications. Understands and uses effective conflict resolutions skills, e.g., identifies and resolves customer and staff concerns, discrepancies and disagreements. Participates and partners with Technical Services, Account Executives and Operations Manager on customer meetings to promote revenue growth, cost containment and expansion of UHS’ services with existing customers. Assists with management of the district and customer on-site service programs (e.g., Asset360) in Operation Manager’s absence. Demonstrates in-depth knowledge of medical equipment; knows UHS equipment by name, appearance and accessory list. Manages missing and lost equipment, software upgrades and accessories. Performs periodic reviews and ready line audits to ensure proper practices are being executed. Assists in the development of staffing and on-call schedules based on demand. Completes and maintains DOT certification, according to location-specific business needs. Manages shipping/receiving, requisitions and purchase orders. Manages equipment inventory, par levels and supplies. Exercises sound time management, and handles geographic routing and prioritization to service customers. Trains UHS customer service staff on medical equipment cleaning, testing and inspecting and conducts in-servicing on features, functionality, etc. Recruits and develops customer service staff. Provides cross and lateral training, emphasizing continuous improvement and teamwork, and provides on-going feedback with focused action steps for areas of improvement. Holds self and staff accountable for completion of assignments. Ensures accurate and timely documentation for billing and regulatory compliance. Demonstrates sound and timely decision-making skills in front of team and customers. Performs other assigned duties. Operations Manager Job Description: The Operations Manager is responsible for managing the daily operations of Surgical Services and District MES, CES, and 360 Support, which includes managing the customer and technical service personnel to achieve short and mid-term financial and operating objectives. The Operations Manager is responsible for establishing the strategic direction of their team, ensuring that the delivery of equipment and services exceeds customer expectations, and for managing performance to achieve revenue growth and budget expectations. Responsibilities Provides leadership, planning and direction to ensure business objectives and financial goals are achieved. Holds self and team accountable for timely completion of assignments and achieving expected results. Demonstrates leadership to inspire others by modeling a positive commitment to the business, peers, other departments, direct reports, and clients. Understands and uses effective conflict resolution skills, e.g., identifies and resolves customer and staff concerns, discrepancies and disagreements. Approval of weekly time cards, management of time off requests, and on call schedules. Ensure that all QI’s/KPI’s are in alignment with corporate standards and communicates technician stack rank performance reports to the team. Proactively supports customer on-site service. Liaison between hospitals, physicians, and UHS to maximize procedures and block booking. Maintain proper protocol for scheduling and confirming all procedures, services, pick-ups, and deliveries. Develop initiatives to continually drive down lost cases. Assist all sales personal with direct marketing, questionnaires, lead generating, courses, sales appointments and contracts. Demonstrates in-depth knowledge of medical equipment. Manager is required to maintain a professional relationship with key local manufacturer and vendor representatives. Manages equipment inventory and par levels consistent with contract terms, pricing and policies and to stabilize/reduce stock outs. Uses all available resources to ensure teams operate efficiently, and handle geographic routing and prioritization to service customers effectively. Gain knowledge to be proficient in all UHS’ systems. Ensures all required personnel are current in their DOT certification. Ensure the timely completion of the Operations Compliance Guide Audits. Recruits, trains and develops employees. Provides cross- and lateral training, emphasizing continuous improvement and teamwork, and providing on-going feedback with focused action steps for areas of improvement. Understands UHS billing for account invoices and assists with account receivables collections. Maintain computers, data base and update facility and physician preference in the Scheduling System. Ensure timeliness of district wide performance appraisals. Performs other assigned duties. Educational Credentials and Experience Required 3 years management experience. Preferred healthcare, hospital industry, medical equipment, sales and services. Bachelor’s degree required. Business and financial management expertise to assist with contract management and account margin maintenance. Profit and Loss (P&L) statement and budget management experience. Demonstrated computer literacy. Willingness to work flexible hours, including evenings, weekends and holidays, as well as emergency off-hours as required. Travel up to 10 - 30% Valid driver’s license. Hospital Service Technician (Full Time and Part Time) Job Description: The Hospital Service Technician is responsible for equipment management tasks in the hospital, including: delivering equipment, accessories and disposables to patient rooms; delivering equipment to standby locations; picking up soiled equipment; cleaning and processing equipment; conducting equipment tracking rounds throughout the patient rooms; and recording each activity by scanning equipment as it is completed. Knowledge and Physical Requirements: High school diploma or equivalent. Prior work experience in hospital setting or customer service preferred. Basic computer skills. Willing to work flexible hours, including evenings, weekends and holidays, as well as emergency off-hours as required. Able to lift and/or push 75 pounds. Able to stand and walk for long periods of time. Practical Skills (Tasks that the job holder must be able to do and demonstrate.) Able to dialogue with clinical staff on the topics of equipment features, functionality, etc. Understands and uses effective conflict resolution skills, e.g., identifies and resolves service concerns, discrepancies and disagreements. Ensures prompt and courteous service is delivered to all customers in person and in all communications. Takes customer equipment requests and fills orders within established time line. Delivers equipment to patient rooms (fill 100% of customer orders) or standby locations in patient-ready condition with appropriate software, configuration, accessories and disposables. Verifies standby locations on a daily basis. Picks up, cleans and processes all soiled equipment, preparing it for “patient ready” use following all UHS and hospital protocols. Conducts equipment tracking rounds using handheld scanners to capture equipment activities. Runs reports as required by supervisor and monitors equipment levels. Records all non-functional equipment that has been reported by customer. Completes safety inspections/preventative maintenance on equipment (when applicable). Documents all equipment incidents in occurrence with both UHS and customer policies. Provides all customer feedback to UHS supervisor in a timely manner. Performs other assigned duties. Laser Technician Job Description: Laser Technicians maintain a professional relationship with all physicians, hospital staff, physicians’ office staff and other personnel both in appearance and behavior. A Technician’s role is to make sure equipment is working and ready for use when it is needed. Essential Duties and Responsibilities including but not limited to the following. Ensure proper handling of delicate lasers and equipment before, during and after procedures. Test fire all equipment and inspect supplies prior to leaving Quality Assurance. Arrive to cases on time and prepared, ensuring safe transport of sterile supplies. Provide staff with necessary disposables needed in conjunction with UHS SS equipment. Complete the necessary arrangements of the O.R. suite prior to surgical procedure by testing and cleaning equipment, insuring the sterilization and proper set up of equipment is complete prior to scheduled procedure. Remove, clean, disinfect and/or sterilize all PRI equipment after surgical procedure. Return equipment to UHS SS, clean in proper order ready to use. Insure unused disposable are returned to stock and all equipment is put away. Bring any defective materials to the attention of Quality Assurance. Process all paperwork (i.e. Work Orders, Purchase Orders, and Inventory) in a timely and accurate manner. Vehicle, equipment logs and time cards are processed on time and accurate. Maintain operational readiness of lasers, instruments, equipment and supplies at all times. Maintain operational readiness of vehicle, to include removal of trash daily and any vehicle concerns are to be brought to the attention of the maintenance staff. Have routine maintenance performed as required. All vehicle keys and fuel cards are to be returned to their paper place. Respond to pager or phone as appropriate to the code used. Daily check of voicemails and e-mails as per company policy to ensure timely communication. Keep abreast of trends in laser technology and related techniques through continued education. Attend meetings and in-services, participating in UHS SS Education Program and assisting when requested with orientation and training of other UHS SS staff and hospital staff. Take surgical cases as scheduled and take equal share of on-call, both weekend and weekday. Must maintain current CPR and TB certificates as well as maintain a valid DMV license. Perform pick-ups and deliveries as required. Maintain a courteous and professional relationship with coworkers and management at all times. Maintain technician status and qualifications as required by UHS SS. Obtain facility Purchase Orders. Close cases in the scheduling system daily. Willing to take on new challenges while being directly accountable and self-critical. Ability to report to work on time and on a regular basis. Ability to travel when needed. Ability to work flexible hours with an on call schedule. All other duties as assigned. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. As a Laser Technician, you must be able to lift eighty (80) pounds and push or pull one-hundred (100) pounds. A technician is required to load and unload equipment at various locations. A technician may be required to sit for long periods of time as well as being able to bend and reach repetitively. Field Service Technician (Biomedical) – Located in Omaha, NE Job Description: The Field Service Technician provides cost-effective maintenance on UHS and customer-owned medical equipment primarily located at customer sites outside of the UHS office to assure it is functioning properly and meets customers’ needs. The Field Service Technician performs operational verification, preventive and corrective repair service, and completes all associated documentation and communication in a timely manner. Knowledge and Physical Requirements Associate’s degree in an Applied Science (electronics or biomedical equipment technology preferred) or equivalent military training. Prior work experience in hospital setting or with customer service preferred. Demonstrated competency to perform operational verification procedures, preventive maintenance and repair service on various equipment Understanding of regulatory agencies’ requirements. Business management understanding to assist with contract management and account margin maintenance. Familiar with the setup and application of test equipment (electrical safety analyzer, digital multi-meter, patient simulator, etc.). Able to read, analyze and interpret technical literature, schematics and drawings. Valid driver’s license. Basic computer skills, including an understanding of computer networks and equipment interfacing. Willing to work flexible hours, including evenings, weekends and holidays, as well as emergency off-hours as required. Willing to travel extensively on short notice to support business. Able to lift and/or push 75 pounds. Able to stand and walk for long periods of time.