IT Service Coordinator

The IT Services Coordinator serves as a liaison between Revenue Enterprises (REL) and REL’s new and existing clients.  The IT Services Coordinator ensures that expectations are clearly defined and that service standards are upheld.  The IT Services Coordinator will work primarily with the Project Management team, IT Management, Operations and the REL Client Experience team to ensure excellent communication and expectations are aligned between REL and our Clients and that services promised are delivered.  The successful candidate is self-motivated with an entrepreneurial spirit who enjoys process documentation and multi-departmental coordination to make sure all pieces of a project are lining up across all areas of the business.   Primary areas of accountability include:

·        Communication between multiple parties and departments

·        Cross Departmental and Client Collaboration

·        Resource Management

·        Auditing

·        Process/Workflow Documentation

·        Support of Project Management

The IT Services Coordinator is an important part of the IT team supporting daily interactions, coordination and communication of all open and moving projects and process improvements.  This individual will be expected to create documentation, workflows, reporting, facilitating process adherence and improvement during project implementation.  The IT Services Coordinator will coordinate services and resources to support projects and processes serving both internal and external clients.  This position brings a customer-centric approach with a commitment to providing exceptional service to his/her role building positive client relationships.  He/She must be able to communicate diplomatically and professionally with all project players for successful outcomes.  The ability to adapt to changing priorities and unforeseen challenges in a fast-paced service environment will be critical to success.  Strong time management skills will be used to efficiently prioritize tasks and allocate resources.  An ability to think outside of the box is helpful as is an aptitude for resolving conflicts diplomatically and finding mutually beneficial solutions.  The IT Services Coordinator reports on project status regularly to leadership and engages upper management and client experience leaders as needed to help with any issues impacting the successful implementation of key projects impacting clients or operations. 

Summary of essential job functions

1.    Facilitates coordination of service resources and audit requests and outstanding items from all IT Team and Projects.

2.     Creation of Process and workflow documentation to outline current operations; including client Standard Operating Procedures and other operational or IT-related processes

3.     Audits service delivery needs and resource utilization and reports regularly on findings

4.     Audits process adherence.

5.     Provides superior quality, courteous and prompt service to clients, employees, and managers.

6.     Utilizes reports and processes to ensure delivery of excellent service  

7.     Has frequent communication with internal and external customers on project status and needs as well as any issues impacting timely project completion. 

8.     Must be able to work outside of normal working hours to complete special projects or respond to system issues.

9.     Works closely with Managers and other IT staff to cover QA of processes.

10.  Provide regular reporting to Executive Leadership on Program results, identifying any areas of opportunity and action plans developed to achieve goals. 

11.  Ensures all Client concerns are promptly addressed and escalates any issues identified to Revenue Enterprises’ Client Management and Executive teams.

12.  Supports Revenue Enterprises’ adherence to all applicable Federal and State Regulations that govern the work we do to protect consumer confidentiality and in communicating with patients, clients and others regarding their work, including but not limited to the following:

·        FDCPA

·        CFPB

·        UDAAP

·        501(R)

·        TCPA

13.  Other duties as assigned or appropriate for position.

Minimum requirements

·        Highschool diploma and 3-4 years of experience in data processing and systems support.  Some college or technical training preferred.

·        2-3 years MSP experience or equivalent experience supporting corporate IT departments

·        1-2 years in Project Management support or Coordination role

·        Ability to closely review data and isolate data elements needed to support or enhance research

·        Demonstrated ability to quickly learn new business computer systems

·        Intermediate skills in Microsoft EXCEL, Word, and Access

·        Proficiency with remote connectivity

·        Proficiency with supporting Windows and Microsoft applications in a corporate environment. 

·        Strong aptitude for process and policy.

·        Excellent Customer Service, solid analytical skills and thrives in a fast-paced environment.

·        Self-starter with great motivational skills and ability to think outside of the box to solve problems.

·        Strict adherence to professional ethics and appropriate management of confidential information.

·        Security focused, with a working knowledge of contact center, healthcare, compliance and applicable regulatory requirements.

·        Excellent written, and verbal communication skills.

Preference for:

·        1-3 years' experience working with accounting, collections or other corporate systems. 

·        Some experience with hospital patient financial services systems

Abilities required

·        Must be able to sit, stand or walk around for work 6-8 hours per day.

·        Able to lift 3-20 lbs. 

·        Typing skills 45+ words per minute.

·        Ability to read and interpret information.

·        Ability to communicate verbally and in writing with various individuals and clients.

·        Ability to analyze data and report on findings to Executive Management and Clients. 

·        Other duties as assigned and determined appropriate for the position.

·        Ability to work independently and in a team environment.

·        Ability to analyze data and isolate process needed to promote appropriate actions for system operations. 

·        Other duties as assigned and determined appropriate for the position.