Customer Care Coordinator-Order Experience I

At Numotion, we’re on a mission to improve the lives of people with disabilities. As North America’s largest provider of mobility products and services, we deliver personalized solutions from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. We’re committed to a workforce of diverse backgrounds and experiences and to an inclusive environment shaped by open dialogue, attentive listening, and tangible, ongoing action.

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.
• 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 of the operations 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.

REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• High school diploma or general education degree (GED) or equivalent combination of experience and education.
• 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:

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Frequent use of hands, wrists, 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.

At Numotion, we offer 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.