Medical Physics Operations Associate - Landauer

GENERAL SUMMARY:

The preferred candidate will possess proficiency in cloud-based database applications, specifically Salesforce.com, and must demonstrate experience in managing a broad spectrum of administrative and technical support tasks. This role is focused on providing excellence in customer service, alongside internal support, and requires an aptitude for problem-solving to handle a variety of customer inquiries. 

The Medical Physics Operations Associate works directly with our customers, physicists, and sales team. In addition, the candidate will be empowered to be part of cross-functional engagements to be part of our continuous mentality to improve our overall customer experience. 

DUTIES AND RESPONSIBILITIES

Sales Support

• Assist the Sales Team with knowledge of Landauer Medical Physics operations and quoting requirements to support their client discussions
• Create quotations, letters, and proposals for Sales Team and Regional Director to review.
• Attend Kick off calls with new/existing clients to gather information for accounts, (Billing information, Equipment Lists, Facility addresses, etc..). 
• Manage contract renewals by providing active asset and subscription reports, updating assets as requested, and updating pricing and billing information according to the new agreement.
• Facilitate agreements with ticketing system legal review
• Review escalators & contract terms to ensure correct pricing uplifts are applied

Business Operations Support

• Assist with account management in regions as needed, including, but not limited to: Contract discussions, Renewal pricing, Managing Purchase Orders and Client satisfaction
• Support for remote services (CDOS, Optimize, Academy, RSS, and Shielding) as needed
• Research and resolve work order errors to ensure client satisfaction and to minimize any impacts on the business.
• Frequently check generated error reports for correction. 
• Identify system/department deficiencies in workflows and processes, and partner with the appropriate resources to enhance the team’s capabilities.

Salesforce Support

• Manage Salesforce.com implementation for new client contracts, including creating accounts, formatting Excel and CSV files for uploading customer equipment and service information, ensuring that the pricing and billing information is correctly defined; and working with clients and physicists to set up future services.
• Perform ongoing data maintenance to ensure that client assets are correct, including responding to physicist requests to add new items and update existing equipment, shifting the service schedule, based on changes in requirements, survey acceleration or delays, or accreditation renewal dates; and responding to client requests for equipment replacements or removal.
• Create ad-hoc and one-time work orders for emergent work, making sure that the services and prices are consistent with issued quotes and purchase orders.
• Provide operational reports to ensure work orders are being processed efficiently and assist with follow up on overdue services.
• Close out fee-for-service and contract work orders to ensure work is appropriately invoiced and client portals and inventories are updated and accurate.
• Create reports and views, as requested.

Accounts Receivable Support.

• Process and export work order information for billing.
• Edit and distribute imported invoices in QuickBooks, as necessary.
• Create and distribute QuickBooks memorized invoices.
• Respond to customer questions about invoices.
• Assist the collections team by responding to invoice questions and providing reconciliations.
• Accounting inquires including Credit/Debit requests as necessary; handle and reduce credit and debit memos.

General Administrative Support.

• Answer phone calls and tickets through CRM Software (Zendesk) during working hours. 
• Other tasks and projects as assigned.
• Participate in team and personal daily/weekly management metrics. 

REQUIRED SKILLS

• Database Management & Computer Skills – Familiar with maintaining online databases such as Salesforce.com. Extensive Excel experience, including formulas, lookups and formatting.  Proficient with Windows, Word, Outlook, PowerPoint, and Adobe Acrobat.
• Relational Skills – Exceptional relationship building skills working with other Regional Associates, Sales professionals, various internal departments, senior management, and customers is required.
• Detail-Oriented & Organized – Capacity to learn and retain nuanced information. Capable and willing to obtain a thorough technical knowledge of all product lines/services. Aptitude to prioritize and plan work activities to use time efficiently. Organized and able to maintain neat, accurate and complete records and files.
• Problem solving – Capacity to identify problems, competently gather and analyze information, and independently resolve problems in a timely and professional manner.
• Discretion – Ability to maintain client privacy as well as confidentiality in all corporate, personnel, and administrative matters.
• Adaptability – Ability to adapt to changes in the work environment, manage competing demands, and deal with frequent changes, delays or unexpected events. Ability to multi-task and switch gears quickly without losing focus on attention to detail.
• Dependability - Reliably at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance. Responsive to customers and various internal departments with excellent follow-through in words and actions and ensure all commitments to clients are met in a timely, efficient, and professional manner.
• Flexibility – Ability to accommodate flexible work hours as needed to accommodate meetings and to provide coverage will be required. Schedule subject to change based on business and client needs.