Senior Clinical Engineering Coordinator

2 weeks ago

Philadelphia, Pennsylvania, United States Pennsylvania Medicine Full time


Penn Medicine is committed to our tripartite mission of delivering exceptional patient care, pioneering innovative research, and nurturing the next generation of leaders in the medical field.

Working within this esteemed academic medical institution means collaborating with top-tier clinical, technical, and business professionals across various disciplines.
At Penn Medicine, every day presents an opportunity for breakthroughs, healing, and providing comfort and reassurance. Our team members play a crucial role in shaping our future.

Are you ready to contribute to our mission?

Department: Corporate Services
Division: Clinical Engineering

The Senior Service Coordinator for Clinical Engineering is responsible for providing essential administrative support to the Clinical Engineering Department.

This role involves managing the entry and dispatch of new work orders, allocating resources or vendors, following up on work orders, and keeping customers informed about their status.

The Coordinator plays a vital role in the overall management of biomedical equipment.

Key Responsibilities:

  • Assess and diagnose issues while incorporating customer feedback.
  • Oversee the movement of devices within the SCM and Epic databases.
  • Evaluate, review, and prioritize tickets based on urgency.
  • Determine and assign tickets and tasks throughout the IS organization.
  • Manage the workflow of tickets effectively.
  • Proactively and reactively manage MPS; respond to alerts and determine subsequent actions.
  • Update the MPS utility for all departments.
  • Generate reports from Athena and create dashboards for specified categories.
  • Analyze ticket occurrences and conduct root-cause analysis.
  • Mentor Coordinators across various departments.
  • Keep management informed about performance issues related to ticket updates.
  • Monitor and manage queues on a daily basis.
  • Assign, track, and coordinate helpdesk and service request tickets using various tools.

Enter tickets directly into the tracking system as necessary.
Investigate missing information and update tickets accordingly.
Review incoming tickets for appropriate routing based on team, remote desktop, or technician visits.
Schedule technician site visits per established procedures or management directives.
Address customer inquiries regarding ticket status and scheduling.
Follow up with customers to ensure satisfaction with services.

Gather data and prepare reports on call volumes and other key metrics as required (daily, weekly, monthly, or ad hoc).
Update tickets and assignments following established protocols.

Perform administrative tasks for assigned teams, including parts ordering, ticket creation, and other assigned administrative duties.
Provide coverage for other queues as needed.
Engage in projects as assigned.
Carry out additional duties as required.

Minimum Qualifications:

  • High school diploma or GED required; Bachelor's degree preferred.
  • One or more years of experience in a related field.
  • Experience with help desk/workflow tools preferred.
  • Familiarity with queue and workflow management preferred.
  • Experience with scheduling products and/or MS Outlook calendars.

Required Skills and Abilities:

  • Outstanding organizational and follow-up skills.
  • Excellent customer service and communication abilities.
  • Ability to interact with all levels of Health System personnel, including IT management, technical staff, consulting staff, clinicians, and clinical administrators.
  • Knowledge of healthcare operations and the application of information systems in a healthcare environment preferred.
  • Ability to function as part of a team while delivering high-quality service to clients.
  • Flexibility and multitasking capabilities.
  • Willingness to travel to and work at different Penn Medicine locations, with flexible working hours.

At Penn Medicine, we recognize that growth is essential to meeting the evolving needs of our patients. We believe that providing the best care for our patients begins with ensuring the well-being of our employees. Our comprehensive employee benefits programs are designed to promote health and wellness.

We offer a competitive compensation and benefits package, including one of the finest prepaid tuition assistance programs in the region.

Penn Medicine employees are dedicated and engaged in our mission. Together, we will continue to make medical advancements that enable individuals to lead longer, healthier lives.
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.

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