Customer Care Coordinator Pain Management

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. In this role, the ideal candidate will 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, monitor usage of supplies and other consumables, communicate with field representatives on a daily basis, assign/set up new customer accounts and maintain existing customer files, process customer orders including the intake, analysis, and processing of purchase orders, work closely with service teams to ensure proper pump programming specific to the customer, 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 pertaining to pain management in the fax server as required, answer phones as required, and have the ability to work out of multiple applications simultaneously, have attention to detail, which is a must, be able to work in a fast-paced environment, have problem-solving and critical-thinking skills, and other duties as assigned.

Responsibilities

• Reduce pending paperwork, obtain clinical notes, obtain required missing documents, increase pump utilization and maintain appropriate inventory of pumps at facilities
• Maintain and update customer files
• Process customer orders including the intake, analysis, and processing of purchase orders
• Communicate with field representatives on a daily basis
• Assign/set up new customer accounts and maintain existing customer files
• Monitor usage of supplies and other consumables (e.g. IV sets) at appropriate accounts; ensure customers are meeting applicable contractual volume commitments
• Communicate with service teams to ensure proper pump programming specific to the customer
• 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 pertaining to Pain Management in fax server as required
• Answer phones as required

Requirements

The ideal candidate must have a bachelor's degree related to a field, or equivalent combination of education and experience. They should have medical terminology knowledge and background. The candidate should possess strong work ethic, sound judgment, proven written and verbal communication skills, natural curiosity to pursue issues and increase expertise, the ability to pursue and design innovative analytical performance metrics, the courage to promote and defend ideas and analyses, passion about InfuSystem and serving customers and patients, strive to make an impact on improving our business processes and results, exemplarily honesty and integrity, ability to collaborate effectively and work selflessly as part of a team, and have the ability to work out of multiple applications simultaneously, have attention to detail, be able to work in a fast-paced environment, have problem-solving and critical-thinking skills, and other duties as assigned.

Qualifications

• Bachelor's degree related field; or equivalent combination of education and experience
• Medical terminology knowledge/background

Skills

Rigorous analytical thinker and problem solver with strong work ethic, sound judgment, proven written and verbal communication skills, natural curiosity to pursue issues and increase expertise, pursuing and designing innovative analytical performance metrics, the courage to promote and defend ideas and analyses, passionate about InfuSystem and serving customers and patients, striving to make an impact on improving our business processes and results, exemplarily honesty and integrity, ability to collaborate effectively and work selflessly as part of a team, and having the ability to work out of multiple applications simultaneously, have attention to detail, be able to work in a fast-paced environment, have problem-solving and critical-thinking skills, and other duties as assigned.

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 & LTDE, Employee Stock Purchase Program, Tuition Assistance, Generous Paid Time Off plan, Paid Parental Leave, Employee Assistance Program, Competitive Pay, Direct Deposit, Employee Referral Bonus.