Customer Advocate - Hospital

Job Title

Hospital Customer Advocate

Job Description

Founded in 1967, ImageFIRST is the largest and only national linen rental and laundry service specializing in the healthcare market. Acquired by private equity firm Calera Capital in 2018, ImageFIRST serves medical facilities nationwide providing linen, patient gowns, scrubs, and more while managing their clients' linen inventory for cost management. As leaders in infection prevention, they currently own and operate the most HLAC-accredited facilities in the industry. With one of the highest customer retention rates in the industry 97% ImageFIRST is dedicated to improving patient satisfaction and making staff happy with our white glove service!

Responsibilities & Qualifications

This is a field-based, customer-facing, service-oriented position requiring the associate to establish, maintain, and build strong customer relationships through proactive service strategies. The role drives customer retention, inventory control, product spend, and profitable growth. The Hospital Customer Advocate is the face of ImageFIRST for hospital customers and is their cost-effective solution for greater patient satisfaction.

This position will be located in Champaign, IL, and will require travel to Bloomington, IL twice per week.

Monday through Friday with the ability to flex start and end time.

Salary Range is $65,000-$75,000

Field Bonus of 10% of base salary based on KPI/Metrics

RESPONSIBILITIES:

• Support: Promote our values and the ImageFIRST way to build the company by positively impacting the lives of our associates, community, customers and patients
• Customer Service: Identify and resolve customer concerns, ensure customer satisfaction with company products and services, develop positive relationships with principal customer contacts, maintain enthusiastic and professional attitude and maximize customer contract term
• Inventory Management: conduct inventories, inspect utilization of digital inventory tools, recover product, recommend changes based on utilization
• Customer Education: Linen awareness, sharps, quality, hygienically clean standards, attending EVS/linen tech huddles, rounding
• Technology: Utilize tools to communicate with customer contacts, log activities, and to make data-based recommendations benefitting the customer and ImageFIRST
• Product Knowledge: pricing, codes, colors, sizing, changes/quantities, availability, product application
• Sales: Increase account revenue by partnering with the Director of Hospital Sales to identify new business opportunities within existing customer accountsPaperwork: work order preparation and follow-up, invoice accuracy, credits, collection requirements

MINIMUM QUALIFICATIONS:

• Minimum 5 years of sales or customer service experience
• Must possess a valid DOT (Department of Transportation) medical certification or obtain one within a designated timeframe.
• Ability to lift 25 pounds on a frequent basis
• Proficiency with computer applications and technologyBachelor's degree or equivalent work experienceValid Driver's License

Company Values & Benefits

Required Competencies:

• Be Respectful: Value all we come in contact with
• Be Remarkable: Create a positive moment with every interaction
• Be Safe: Keep ourselves and those around us safe
• Be Honest: Be guided by truthfulness in all we do

Benefits:

• Weekly pay
• Medical, Dental, Vision
• Pet, Legal, and Hospital Indemnity Insurance
• 401k (match)
• Paid Time Off Package
• Paid Parental Leave
• Tuition Reimbursement
• Referral Program
• Great company culture
• Collaborative team environment

EOE / Drug-Free Workplace

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law. We are fueled by the talent, passion, and diversity of our associates.