Solution Center Specialist - Medxcel

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 Solution Center Specialist provides exceptional service by interfacing with internal customers, business unit leaders and associates and technicians to triage and trouble shoot business application issues within the working location of our Central Office - Indianapolis, IN. The Solutions Center Specialists are also heavily relied upon for CEC on-boarding purposes. This person is exposed to multiple levels of leadership within Medxcel Facilities Management. As such, the Solution Center Specialist must professionally represents Medxcel in all interactions by demonstrating a commitment to the Medxcel vision, mission, and core values.

Handle Internal Customer Interactions:

• Handle incoming calls and emails in a timely, professional and courteous manner.
• Obtain all necessary information and input in the appropriate system.
• Use telephony system to manage call interactions and respond to emails.
• Utilize resources to provide accurate information to customers needing support in various business applications.
• Utilize, develop and maintain Medxcel Facilities Management’s Applications Knowledge base.
• Adapt to process changes by staying current with all new training materials.
• Document and escalate customer concerns.
• Demonstrate ownership and perform necessary follow-up activities.
• Demonstrate proficiency in handling interactions for all types of applications.
• Handle incoming calls and emails in a timely, professional and courteous manner.
• Demonstrate proficiency in handling interactions, questions and concerns from all internal customers.
• Escalate application requests that are not resolvable to appropriate partner, (CMMS Team, Data Management, Information Services, HRIS, Marketing, Finance, etc.).

Solution Center and CEC Support:

• Support processes critical to the success of the CEC and the Customer Solution Center, including but not limited to training, quality assurance, internal and external reporting and coordinator on-boarding.
• Ensure availability to take interactions during scheduled shift times.
• Help acclimate new hires to Medxcel culture and expectations.
• Initiate ongoing training for staff development and knowledge.
• Provide input into process improvements.

Other Tasks, As Assigned:

• Handle ad hoc requests for data, information, or process documentation.
• To be determined based on departmental and organizational needs.

Education and Work Experience:

• Bachelor’s Degree preferred or equivalent work experience.
• Must have at least 2 years of experience in customer service preferably in a help desk role.
• Must have trouble-shooting and problem solving skills with business applications.

Knowledge:

• Must have strong written and verbal communication skills.
• Must have strong business acumen in order to successfully know when to escalate issues.
• Must have strong customer service skills and composure during stressful situations.
• Must demonstrate composure during system or process failures.
• Must have peer coaching experience.
• Must have working knowledge of Microsoft Word, Outlook and Excel.

#MFMCORP