Describe the responsibilities of your position and tell us what the Client Experience Center (CEC) does for Medxcel.
The CEC is kind of like a call center, yet it’s not really a typical call center at all. The CEC is staffed with 25-30 employees including four shift leads and we are available 16 hours a day, 7 days a week. We are responsible for taking calls from our customer sites for maintenance work orders. We also take calls from others including vendors and employees who have questions. Some people think we’re the operators for Medxcel, and just call our number with questions or to be transferred to another department. We help everyone who calls, getting them to the person or department who can assist them. When people tell me they don’t want to work in a call center, I have a conversation with them about how working in the Medxcel CEC is so much more. We’re not taking money or personal information and we’re not selling anything. We’re helping our customers to get the information they need or to get a work order entered so their facilities can be properly maintained. When we enter work orders we use our judgment and prioritize each work order, assigning it a status based on the urgency. In my role I’m a senior coordinator which means I am one of our four team leads. In my role I help with scheduling, and I also listen to recordings of randomly selected calls taken by our staff and score them for quality as part of our quality assurance process. Supervisors review the scores with the coordinators to provide feedback around our quality control.
Describe the path you took to arrive in your current role.
I began working in a warehouse after high school and was there about three years. After that I heard about Medxcel from a friend who was working here and recommended I apply for a job in the CEC. I took a leap of faith and applied and started my career here. The first several months were challenging, there is so much to learn in this role and although I was great with computer systems, I did not have any prior customer experience training. I had a lot to learn about working with customers and I was afraid it was going to be hard, but we have a great training program here and if you really stick with it and apply yourself, after the first three months things really start to click. I try to keep that experience in mind when I’m training new employees, encouraging them, and reminding them it’s going to all make sense if they stick with it. After about a year here I applied for an open shift leave position and was promoted to Senior Coordinator. I most recently moved to a new position as Workforce and Report Analyst where I can really apply my data skills. I’ve never been with a company before that feels like they care and listen to their employees. I really feel that caring here. This past year I’ve been part of an EDGE at Work group, and it’s been so rewarding and really helped me grow.
Tell us about the EDGE at Work program.
Edge at Work is a program I was nominated to participate in. I am part of a group of people from a variety of organizations and we go through the year-long program together. The first half of the year is focused on learning more about yourself as a person, helping you develop, talking about things that have happened in your workplace and hearing the unbiased opinions of others. My group has become close and it’s a great place to go for confidential, open discussion and to get feedback on issues that I may be dealing with at work. Having peers with different perspectives who are there to listen and to add their experience is a wonderful thing. I’ve made some really great connections in the group and I’m sure those will last even after our program ends.
What is the best part of your job?
My manager is definitely the best part of working here! She has been there for me ever since I’ve started and she’s a real inspiration for me. I’ve never had anyone like this to look up to before and to mentor me. I appreciate her more than she will ever know, she supports me and gives me strength and encouragement. I truly wouldn’t be here without her. We’ve built a great relationship on a foundation of trust and work well together. I’d jump off a cliff if she asked me to!
Which of Medxcel’s Core Values speaks to you the most?
I use creativity in my job every day. Sometimes we get unusual calls and we’ve got to think on our feet to get the customer an answer. Many times the person calling in the work order thinks their situation is an emergency and often it’s not. Part of our triage process is not only to assign a level of urgency to the work order itself, but to set realistic expectations for the person on the phone and calming them down. I also need to be creative with the systems we utilize. I was part of the launch group when we switched over our system and I we used a lot of creativity when we were testing it and trying to “break” it; it was so much fun! I appreciate that Medxcel lets us be creative and is always open to suggestions for improvement. I appreciate Medxcel so much for that.
What is the most unusual or interesting thing that’s happened to you during the course of your work at Medxcel?
One of my coworkers received a call and she asked me to pull the call recording, because she was having difficulty understanding the customer. So I pulled the call and all I heard was “the big boater fell into the road. That’s what we were both thought we were hearing. So she called him back and he clarified it was a “boulder”. It was sitting on the top of the hill and had rolled down the hill and into the road. So even once we understood the call it was still a strange request, we don’t get a lot of work orders involving boulders. Our techs did remove the boulder and in fact we found out later it was not the first time it had happened at that site.
What would you say to someone who asks you if you recommend working for Medxcel?
Don’t be afraid to take the jump and join Medxcel. They’re very inclusive and very caring. The benefits are wonderful here.
What is one thing that you have learned during your time in this role? Perhaps something you did not expect.
I’ve learned a lot about myself personally, what I enjoy and what I want to do with my career. I never really had a path in mind for myself before. I knew I loved computers but didn’t want to go into IT. When I started here, I got to work in scheduling and workforce management and doing analysis and reporting and I fell in love with that. I found my thing! We have so much data and I love working with it. I can see patterns within data or schedules, and I’ve really found my niche working with those things.