IT Service Account Coordinator - Healthcare

Description

The Healthcare IT Service Account Coordinator plays a critical coordination and client-facing role within a healthcare-focused managed IT services environment. This position is responsible for ensuring high levels of client satisfaction through proactive communication, accurate documentation, effective coordination with internal teams, and consistent follow-through on service, project, billing, and onboarding activities.

The Service Account Coordinator serves as a primary operational point of contact for assigned healthcare clients—supporting day-to-day service needs, facilitating communication across departments, preparing quotes, coordinating project-related activities, and ensuring client environments are well-documented and understood by delivery teams.

This role requires strong organizational discipline, excellent communication skills, and the ability to manage multiple concurrent priorities while maintaining a high-touch, white-glove service experience.

Requirements

SPECIFIC RESPONSIBILITIES

Other duties may be assigned to meet business needs.

Client Support & Relationship Coordination

• Provide prompt, professional, and empathetic assistance to healthcare clients, ensuring a positive service experience.
• Serve as a primary point of contact for client inquiries, service coordination, and follow-up.
• Act as a liaison between clients and internal teams to ensure clear communication and expectation alignment.
• Maintain positive, trust-based relationships with client stakeholders.

Ticket & Workload Management

• Collect, document, and validate accurate information regarding client issues.
• Create, update, and prioritize tickets to ensure timely resolution.
• Review ticket queues regularly to confirm issues are progressing satisfactorily.
• Document calls, actions taken, and resolutions to ensure continuity across teams.

Bi-Weekly Center Meeting Coordination

• Prepare for and facilitate bi-weekly center meetings.
• Review and verify that all open tickets for the center are being actively worked.
• Provide updates on the status of previous issues and confirm resolution or next steps.
• Identify overdue reboots, alerts, or systems requiring attention.
• Create new tickets for support requests, project needs, or quote requests      discussed during meetings.
• Coordinate meeting schedules based on individual center needs.

Quoting & Inside Sales Support

• Determine client needs for quotes related to hardware, licensing, warranties, or services.
• Create tickets for Project Engineers to develop Statements of Work (SOWs) when required.
• Generate quotes based on approved scopes or standard offerings.
• Create quotes that do not require formal scopes when appropriate.
• Present quotes to clients, answer questions, gather feedback, and revise quotes as needed.

Project & Initiative Coordination

• Coordinate with Project Managers to understand assigned responsibilities within active projects.
• Support project advancement through scheduling, follow-up, and administrative coordination.
• Assist with ISP-related initiatives, Microsoft 365 licensing changes, and related project tasks.

Priority & Immediate-Need Support

• Respond promptly to urgent emails or calls requiring immediate attention.
• Route priority issues to the appropriate internal teams or create tickets as needed.
• Assist with urgent licensing requests, renewals, or time-sensitive changes.
• Provide white-glove support for one-off client needs that fall outside standard support workflows.

Client Onboarding & Documentation (IT Glue)

• Coordinate onboarding activities with healthcare center contacts and internal teams.
• Work with center administrators to understand workflows and collect required information.
• Coordinate with incumbent MSPs during transition periods as needed.
• Maintain and update IT Glue documentation with verified and accurate information.
• Execute onboarding tasks in alignment with organizational standards.
• Capture and document information arising from meetings and discussions to support ongoing service delivery.
• Support billing and licensing accuracy by maintaining up-to-date user lists and system inventories.
• Facilitate smooth transition from onboarding into steady-state bi-weekly service  cadence.

General Administrative & Cross-Team Support

• Assist  with meeting room setups and logistics as needed.
• Coordinate  with office-based staff when local support is required.
• Engage with client application vendors or center contacts to obtain missing timelines or information.
• Support internal teams by locating information, providing context, or clarifying client environment details.
• Participate in internal discussions related to client environments, planning, or next steps.

The Healthcare IT Service Account Coordinator is expected to operate with consistency, accountability, and professionalism. Success in this role is measured by client satisfaction, ticket accuracy, coordination effectiveness, documentation quality, and the ability to keep service and onboarding activities moving forward without friction.

This role is essential to maintaining a seamless client experience and enabling technical teams to deliver high-quality healthcare IT services.

Benefits

GROUP HEALTH INSURANCE:  After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits utilizing the Cigna network. Health options include a choice of 2 PPO plans or a High Deductible Health Plan with employer contributions to a Health Savings Account (HSA). In addition, Dental benefits are available through Mutual of Omaha as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life and pet insurance. Additional offerings include an employee discount program, home and auto insurance services and commuter/transit FSA.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE:  After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time.  The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.

401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals. 

FINANCIAL ADVISORY SERVICES:  Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions.  

PERMISSIVE TIME OFF POLICY: Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure.

PARENTAL LEAVE: Proven IT offers a generous parental leave policy for new parents. After 24-months of employment, Proven provides full-time regular employees with 90-days of paid Maternity leave and 10-days of paid Paternity leave. Employees with less than 24-months of service may take the same amount of unpaid time off.

FITNESS CENTER:  Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees 24/7 Monday through Sunday. Employees utilize the gym equipment at their own risk.

Proven IT is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. All employment decisions are based on qualifications, merit, and business needs. If you need assistance or accommodation during the hiring process, please contact us.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.