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