Customer Care Coordinator - Order Experience I

JOB PURPOSE

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.

KEY RESPONSIBILITIES

• Assists customers with new equipment requests, obtains demographics, enters and maintains accurate data in 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 order processing system assuring that 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.
• Captures scheduling of ATP’s and seating technicians for evaluations and adjustments requests.
• Maintains all set productivity and performance standards.
• Participates in New Equipment department initiatives to continually improve department results.
• Other duties as assigned by manager

REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE

• A high school diploma or equivalent.
• Minimum one year of customer service experience.

PREFERRED COMPETENCIES AND QUALIFICATIONS

• 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 a sound decision.
• 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 durable medical equipment industry.
• Demonstration of 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, fingers associate 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, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.