AWC Customer Care Coordinator

InfuSystem•Lower Providence Township, PA

About The Position

InfuSystem is a leading national health care service provider, facilitating outpatient care for durable medical equipment manufacturers and health care providers by delivering ambulatory pumps and supplies, along with related clinical, biomedical and billing services, to practices and patients nationwide. With a comprehensive suite of services, InfuSystem improves clinician access to quality medical equipment and promotes patient wellness and safety while reducing the overall cost of infusion care. InfuSystem offers Oncology, Pain Management and Wound Care therapies, including Negative Pressure Wound Therapy. The company’s Durable Medical Equipment (DME) Services are composed of direct payer rentals, pump and consumable sales, and biomedical services and repair, including on-site and depot services. InfuSystem provides the sale, rental, lease and associated supplies, including infusion pumps, nerve blocks for acute pain, nerve block catheters, postoperative pain pumps, central venous catheters, IV pumps, pole-mounted pumps, syringe pumps, enteral pumps, Huber needles, clean room supplies, IV extension tubing, pump tubing, ambulatory pumps, replacement pumps, disposable products, central venous access devices, closed system transfer devices, negative pressure wound therapy vacs, wound vac, and chemotherapy and oncology infusion pumps. Biomedical services include both on-site and depot preventive maintenance, repair and warranty services, ranging from equipment inspections to extensive repairs, including compression device systems, defibrillators, EKG machines, electrosurgical units, external pacemakers, humidifiers, infusion pumps, LCDs, light sources, modules, patient monitors, printers, pulse oximeters, telemetry transmitters and tourniquets – all completed to factory specifications. Headquartered in Rochester Hills, Michigan, InfuSystem delivers local, field-based customer support and operates Centers of Excellence in Michigan, Kansas, California, Massachusetts, Texas and Ontario, Canada. SUMMARY: Under the direction of the Supervisor of AWC Customer Care, the AWC Customer Care Coordinator is responsible for servicing assigned customer accounts, maintaining customer files, processing orders, and setting up new accounts. They will work with patients and nurses directly to ensure proper management of AWC and Ostomy supplies are maintained and will be responsible for ensuring all patient paperwork is complete and accurate.

Requirements

Associates degree (AA) related field; or equivalent combination of education and experience.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Nice To Haves

Previous work experience with Negative Pressure Wound Therapy preferred

Responsibilities

Assign/set up new customer accounts and maintain existing customer files
Qualifies new clients by reviewing patient orders and clinical notes
Review patient paperwork to ensure it is complete and accurate
Initiates an initial call to patients to establish relationships, ensure receipt of supplies
Initiates scheduled follow up call with patients to monitor supply needs.
Reviews records and works with wound care nurses to determine ongoing need for supplies when applicable.
Orders home wound care supplies to be delivered to patients
Monitor usage of supplies and other consumables at the account
Process customer and patient orders
Handle customer and patient complaints
Produce and submit reports as requested by Management
Process documents in fax server as required
Answer phones as required
Other duties as assigned