Customer Care Coordinator-Order Experience I

About the role

Receives and implements new equipment requests, determines reimbursement eligibility, and coordinates the timely provision of services. Facilitates timely order movement through Numotion’s order processing system.

Responsibilities

• Assists customers with new equipment requests, obtains demographics, enters and maintains accurate data in the order processing system while progressing orders through to completion.
• Verifies insurance/funding eligibility and benefits, communicates to customers their financial responsibility, obtains prescriptions and any other medical documentation necessary to obtain funding.
• Enters orders into the order processing system, ensuring efforts are made to accurately and completely perform intake steps.
• Responds to customer inquiries, requests, and complaints in a timely manner, working with other staff members to increase customer satisfaction and turnaround times.
• Takes responsibility to completely resolve issues without additional transfers and/or de-escalate customers whenever possible.
• Coordinates scheduling of ATP’s and seating technicians for evaluations and adjustments requests.
• Meets all set productivity and performance standards.
• Participates in New Equipment department initiatives to continually improve department results.
• Utilizes Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion’s mission.
• Adheres to employee or customer confidentiality and complies with Numotion’s policies and federal regulations.
• Provides excellent customer service for all internal and external customers of the operations at all times.
• Provides solutions for customer concerns and continually focuses on customer service as a top priority.
• Performs other duties as assigned by manager.

Requirements

• High school diploma or general education degree (GED) or equivalent combination of experience and education.
• Minimum one year of customer service experience.
• Strong communication skills, both written and verbal.
• Strong listening, organization, and priority-setting skills.
• Ability to work in a fast-paced environment and juggle multiple priorities.
• Ability to think quickly, assess a situation, and make sound decisions.
• Ability to provide best-in-class customer service.
• Working knowledge of service order processing experience.
• Knowledge of complex rehab equipment and products.
• Prior experience working in the durable medical equipment industry.
• Exceptional interpersonal and problem-solving skills both internally and externally with customers.
• Knowledge of MS Word, Excel, PowerPoint, and Outlook.

Physical Work Requirements

• Frequent use of hands, wrists, and fingers associated with computer equipment.
• Prolonged periods of time working at a desk and/or on a computer.
• Occasionally move and reach with arms and hands.
• Ability to communicate effectively.
• Ability to work overtime as needed.

Benefits

• Competitive compensation packages.
• Medical, dental, and vision insurance.
• Short-term and long-term disability.
• 401k.
• Life insurance.