Healthcare Service Coordinator - CRM & Dispatch

United Imaging - North America; Houston (TX); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Short- & Long-term disability

Employee assistance program

Company paid basic life insurance

401(k) with employer match

Paid time off

Sick leave

12 paid holidays

Job summary

United Imaging - North America in Houston seeks a Customer Service Coordinator to be the first point of contact for equipment service requests. You will handle inbound calls, gather complete data, triage issues, create Cases in ShareCRM, and coordinate service logistics efficiently.

The role emphasizes adherence to intake scripts, escalation procedures, and accurate documentation to support field service teams and ensure high-quality customer care.

Qualifications

• High school diploma or equivalent required.
• Associate degree in business administration, healthcare administration, communications, operations, or related field preferred.
• At least two years of customer service, call center, service coordination, scheduling, dispatch, or administrative experience preferred.

Responsibilities

• Answer inbound customer service calls promptly and professionally as the initial point of contact for equipment service requests, ensuring accurate capture of customer, facility, contact, equipment, and system details while following approved scripts to triage issues, assess system status, determine priority, and identify safety or patient care concerns for immediate escalation.
• Create and manage complete and accurate Cases in ShareCRM during the customer interaction, including documentation of issue details, troubleshooting history, and operational impact, while routing requests to the appropriate region, team, or support function and providing customers with case numbers and clear next steps.
• Coordinate service logistics by capturing customer availability, site access requirements, onsite contacts, and scheduling constraints, and support dispatch and scheduling activities.
• Communicate and escalation urgent or high-priority issues to Customer Service Engineers, Regional Service Managers, Technical Support, or other designated internal teams in accordance with established procedures.
• Maintain accurate and complete documentation of all customer interactions, internal handoffs, and case updates in ShareCRM, ensuring compliance with data privacy, security, quality, and regulatory requirements.
• Review cases for missing or incomplete information, obtain required details from customers or internal teams, and perform additional service coordination and administrative duties as assigned by Service Operations leadership.

Job description

United Imaging - North America in Houston seeks a Customer Service Coordinator to be the first point of contact for equipment service requests. You will handle inbound calls, gather complete data, triage issues, create Cases in ShareCRM, and coordinate service logistics efficiently.

The role emphasizes adherence to intake scripts, escalation procedures, and accurate documentation to support field service teams and ensure high-quality customer care.