Operations Support Specialist - Manhattan, NY

Job Description SummaryAt GE Healthcare, our machines, our software, our solutions, our services, and our people make a genuine difference to medical professionals and patients all over the world. That’s because we never lose sight of what healthcare really needs—the human touch.
This role is a hybrid role, requiring on-site meetings as necessary, to meet with our Client. This could be a few times per month; or weekly, depending on the needs.

Job Description

Key Responsibilities:
-Act as the primary liaison for EnCompass and D&D services, ensuring smooth communication and service delivery.
-Conduct regular rounds in patient care areas to build strong relationships with Nursing staff and gather feedback on service performance.
-Manage service requests efficiently, including the timely procurement of GEHC/SRHS purchase orders for repairs requiring cost estimates.
-Support the Biomed Team by coordinating the procurement and tracking of parts, supplies, and third-party services.
-Ensure accurate and prompt closure of service requests in the CMMS, including documentation of Field Service Reports (FSRs) from partner vendors.
-Oversee the return of repaired devices to the appropriate departments and maintain clear communication throughout the repair process.
 

Responsibilities:

-Drive the overall execution of the GEHC customer service contract loading into all applicable processes including additions, deletions, and modifications to existing contracts (e.g., field communications, verification along with contract submission prework).

-Responsible for timely and accurate billing of customers for contract and non

contract services.

-Work within all related systems Legacy and Support Central to manage and complete all work.

-Handle all types of work submitted into the department whether multi

vendor or core GE product-based offerings.

-Maintain install database accuracy by supporting field team and external customers via phone and email.

-Work closely with field service sales and service, service marketing, and commercial solutions to resolve technical and process-related issues.

-Effectively manage and prioritize various projects with minimal supervision.

-Provide support for timely resolution of customer invoicing disputes in coordination with Service Sales and field service teams.

-Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position.

-Complete all planned Quality & Compliance training within the defined deadlines.

-Identify and report any quality or compliance concerns and take immediate corrective action as required.

-Knowledge and understanding of all Global Privacy and Anti-Competition Policies (including but not limited to GE HealthCare HIPPA Guidelines, NEMA Regulations, etc.) and operates within them to ensure that no company policy or US / Int'l and/or local Law is broken.

-Knowledge and understanding of all Environmental Health Policies (including but not limited to GE Healthcare EHS Policies, GE Healthcare Fleet Rules, etc.) and operate within them to ensure that no company policy or US / Int'l and/or local Law is broken.

-Ownership of contract entry quality to ensure accuracy, configuration integrity and that all requirements are tied to documented customer inputs.

-Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System

Required Qualifications:

-Associate degree and minimum 1 year of customer service experience; or a High School diploma/GED and a minimum 5 years of customer service experience.

-Ability to communicate using local language.

-Strong focus on customer care and satisfaction.

-Demonstrated ability to work under pressure and to meet deadlines and commitments.

-Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Desired Qualifications:

-High proficiency in Microsoft Office Suite products (e.g., Word, Outlook, Excel).

-Extensive experience working with Microsoft Excel.

#LI-PA1

#LI-Hybrid

We will not sponsor individuals for employment visas, now or in the future, for this job opening. For U.S. based positions only, the pay range for this position is $65,760.00-$98,640.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.