Customer Care Coordinator-Order Experience I
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.
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.
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.
Other duties as assigned by manager
Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion's mission.
Adhere to employee or customer confidentiality and comply with Numotion's policies and federal regulations.
Provide excellent customer service for all internal and external customers at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.
High school diploma or general education degree (GED) or equivalent combination of experience and education.
Minimum one year of customer service experience.
Strong written and verbal communication skills
Strong active listening, organizational, and priority-setting skills
Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously
Ability to think quickly, assess situations, and make sound decisions
Ability to provide best-in-class customer service to both internal and external customers
Working knowledge of service order processing systems and procedures
Knowledge of complex rehabilitation equipment and related products
Exceptional interpersonal and problem-solving skills
Proficiency in Microsoft Office Suite including MS Word, Excel, PowerPoint, and Outlook
Ability to de-escalate customer concerns and resolve issues without unnecessary transfers
Attention to detail and accuracy in data entry and order management
Ability to coordinate scheduling for clinical and technical staff
Knowledge of insurance and funding eligibility verification processes
Ability to maintain strict confidentiality in compliance with company policies and federal regulations
Ability to work overtime as needed to meet business demands
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.