Customer Care Coordinator-Order Experience I

JOB PURPOSE

The Customer Care Coordinator-Order Experience I is responsible for receiving and implementing new equipment requests, determining reimbursement eligibility, and coordinating the timely provision of services.

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.