Customer Care Coordinator

About the role

The Customer Care Coordinator is responsible for servicing assigned customer accounts, maintaining existing customer files, processing customer orders, setting up new customers in our systems and retrieving missing documents. This role is hybrid dynamic with in-office days being Tuesday - Thursday. Scheduled hours are 11:00 am - 7:00 pm Eastern Time.

Responsibilities

• Work with Territory Managers and Account Managers to grow and maintain territories
• Reduce pending paperwork, obtain Clinical notes, obtain required missing documents, increase pump utilization and maintain appropriate inventory of pumps at facilities
• Maintain monitoring of usage of supplies and other consumables (e.g. IV sets) at appropriate accounts; ensure customers are meeting applicable contractual volume commitments
• Communicate with field representative(s) on a daily basis
• Assign/set up new customer accounts and maintains existing customer files
• Process customer orders
• Process iPad orders and handle customer questions
• Receive, research and answer field representatives’ and customers’ inquiries and requests regarding accounts, products, rates, and services offered by the Company
• Direct the pick-up of pumps and assist Account Manager in obtaining paperwork
• Handle customer complaints
• Produce and submit reports as requested by Management
• Process documents in fax server as required
• Answer phones as required
• Able to work out of multiple applications simultaneously
• Have attention to detail; this is a must
• Be able to work in a fast-paced environment, have problem solving and critical thinking skills
• Other duties as assigned

Qualifications

• Associates degree (AA) related field; or equivalent combination of education and experience
• Have medical terminology knowledge/background

Skills

• Rigorous analytical thinker and problem solver
• Strong work ethic
• Sound judgment
• Prominent written and verbal communication skills
• Natural curiosity to pursue issues and increase expertise
• Pursue and design innovative analytical performance metrics
• The courage to promote and defend ideas and analyses
• Passionate about InfuSystem and serving customers and patients
• Strives to make an impact on improving our business processes and results
• Exemplary honesty and integrity
• Ability to collaborate effectively and work selflessly as part of a team

Benefits

Comprehensive benefit package includes:

• Health plan options that include an employer contribution
• Health Savings Account
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• Dental and Vision premiums covered by InfuSystem
• 401(k) with a specified Company Match
• Life Insurance, STD & LT
• Employee Stock Purchase Program
• Tuition Assistance
• Generous Paid Time Off plan
• Paid Parental Leave
• Employee Assistance Program
• Competitive Pay
• Direct Deposit
• Employee Referral Bonus