Service Coordinator - Dispatching, scheduling software

Service CoordinatorPosition Overview The Service Coordinator oversees day-to-day scheduling, dispatching and administrative support for field service teams to ensure timely, compliant and cost-effective delivery of services. This role acts as the hub between customers, field technicians and internal teamsmanaging tickets, optimizing routes, maintaining accurate records in CRM/FSM/EHR systems, supporting billing and claims processes, and ensuring adherence to SLAs and regulatory requirements such as HIPAA.Key ResponsibilitiesCoordinate and dispatch field service technicians using scheduling and Field Service Management (FSM) tools to meet customer appointments and SLA commitments.Manage incoming service requests and tickets from CRM and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow), prioritize work and create/close service orders.Optimize technician routes and schedules using route optimization/GPS tracking tools to maximize productivity and reduce travel time.Maintain accurate records in EHR/EMR, ERP and document management systems; ensure data integrity and timely data entry.Support billing and invoicing processes, verify service documentation for claims processing and coordinate with finance for reconciliations.Monitor inventory levels for field kits and parts in inventory management systems and coordinate replenishment with procurement or warehouse teams.Enforce HIPAA and other regulatory compliance requirements in all customer and patient interactions and documentation.Provide first-line customer and technician support via telephony/VOIP and call center software; escalate complex issues to managers or technical teams.Generate and distribute operational reports and analytics (KPIs, SLA performance, technician productivity) to stakeholders using Excel, BI tools or basic SQL queries.Manage time & attendance records for the mobile workforce and coordinate schedule changes, overtime and coverage.Configure and maintain service workflows in FSM/CRM systems and recommend process improvements to streamline operations.Collaborate with clinical or technical staff to interpret medical terminology and ensure accurate service delivery in healthcare settings.Maintain clear communication with customers about appointment windows, delays and follow-ups using Microsoft Outlook and Google Workspace.Train new coordinators and field users on scheduling, ticketing and documentation best practices.Qualifications2+ years of experience in service coordination, dispatch, or field operations; experience in healthcare or medical equipment services preferred.Proven experience with dispatching and scheduling software, Field Service Management (FSM) platforms and CRM systems (Salesforce preferred).Familiarity with ticketing systems such as Zendesk or ServiceNow and proficiency with Microsoft Excel for reporting and data analysis.Experience with EHR/EMR systems, medical terminology and HIPAA compliance in a clinical or home healthcare environment.Knowledge of inventory management, billing & invoicing workflows, claims processing and ERP systems.Comfort using route optimization/GPS tracking tools, mobile workforce management and time & attendance systems.Basic SQL skills for ad hoc queries and reporting; experience with reporting & analytics tools is a plus.Hands-on experience with telephony/VOIP, call center software and document management systems.Strong customer service and communication skills, problem-solving ability, attention to detail and ability to multitask in a fast-paced environment.High school diploma required; associate degree or relevant certification in healthcare administration, logistics or business preferred.Ability to work flexible hours and handle occasional after-hours escalations; valid drivers license preferred.

Created: 2026-04-06