Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Corporate Services

Department: IS-HUP

Location: 3400 Spruce St.

Hours: (must live reasonable distance from location) Onsite, 7:30 to 4:00pm

Service Coordinator

The Information Technology Service Coordinator position provides the administrative support functions for the Information Technology Department. The Service Coordinator will work collaboratively with the Information Technology Desktop Support team and various hospital staff to assist with the overall management of desktop computing devices at assigned entity.

Accountabilities

• Monitors and tracks Information Technology Desktop Support service request tickets. Assists in coordinating the team's assignments via a variety of tools.
• Enters tickets directly into the Athena system. Updates and monitors tickets as needed.
• Researches missing information and updates ticket as needed.
• Reviews incoming tickets for appropriate routing based on team and/or technician visit.
• Schedules technician site visits according to established procedure or management direction.
• Answers customer questions as it relates to ticket status and scheduling.
• Follows-up with customers to ascertain satisfaction with services.
• Collects data and prepares reports on call volumes and other key metrics as assigned (i.e., daily, weekly, monthly, or ad hoc).
• Updates tickets and assignments according to established procedures.
• Supports the creation and administration of check requests and RTP's (Request to Purchase) for equipment, software, and services supporting Information Technology.
• Checks in new equipment against invoices/packing sheets and receives it in the Lawson system.
• Provides coverage for other queues as assigned.
• Performs administrative tasks as assigned.
• Participates in projects as assigned.
• Performs other duties as assigned.

Minimum Requirements
Required Education and Experience

• H.S. Diploma/GED is required.
• 1+ years of experience in a related field is required.
• Experience utilizing help desk/workflow tools, queue and workflow management, Lawson, utilizing scheduling products and/or Microsoft Outook calendars, utilizing Microsoft Office platforms preferred.

Senior Service Coordinator
The Clinical Engineering Service Coordinator provides the administrative support functions for the Clinical Engineering Department. The Service Coordinator is responsible for entering and dispatching new work orders, assigning resources or vendors, following up on work orders and provides customers with updates on work orders. Assists with the overall management of biomedical equipment.

Accountabilities

• Evaluates and Identifies issues while seeking customer input
• Evaluates, reviews and prioritizes tickets based on criticality
• Determines and assigns tickets and work throughout the department
• Manages workflow of tickets
• Updates the TMS system.
• Runs reports from TMS and creates dashboards on specified categories
• Analyzes where tickets are occurring and performs root-cause/trend analysis
• Mentors Coordinators at other entities
• Communicates with end users and prepares reports and status updates on disposition of equipment.
• Updates management on performance issues when tickets aren't updated
• Manages and monitors queues daily
• Assigns, monitors and tracks service desk and team break fix and service request tickets and coordinates teams' assignments via a variety of tools.
• Enters tickets directly into tracking tool as warranted.
• Researches missing information and updates ticket with same.
• Reviews incoming tickets for appropriate routing based on team, remote desktop, and/or technician visit.
• Schedules technician site visit according to established procedure or management direction.
• Answers customer questions as it relates to ticket status and scheduling.
• Follows-up with customers to ascertain satisfaction with services.
• Collects data and prepares reports on call volumes and other key metrics as assigned (i.e., daily, weekly, monthly, or ad hoc).
• Updates tickets and assignments according to established procedures.
• Performs administrative tasks for assigned team(s), including parts ordering, ticket creation, and other administrative tasks as assigned.
• Provides coverage for other queues as assigned.
• Participates in projects as assigned.
• Orders equipment under the guidance of the Clinical Engineering Manager
• Performs other duties as assigned.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Requirements
Required Education and Experience

• H.S. Diploma/GED is required (Bachelors degree is preferred).
• 3+ years of experience in a related field.
• Experience utilizing help desk/workflow tools, queue, workflow management, utilizing scheduling products and/or MS Outlook calendars is preferred.

Required Skills and Abilities

• Excellent organizational and follow-up skills
• Excellent customer service and communication skills
• Ability to interact with all levels of Health System personnel to include: IT management and technical staff, consulting staff, clinicians, clinical administrators, unit clerks, etc.
• Knowledge of healthcare operations and the use of information system applications in the practicing healthcare environment preferred
• Must be able to function as part of a team providing a high level of quality service to clients
• Must be flexible and able to multitask
• Ability to travel to and work at different Penn Medicine locations, and flexible working hours

Additional Information:

As part of our COVID-19 response, this position may currently be offering partial or full remote work. However, in the near future this position will require full or partial on-site work.

Because growth is essential to continuing to meet the current and future needs of patients, Penn Medicine continues to expand its capabilities.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.