Customer Care Coordinator-Order Experience I

Numotion•Colorado Springs, CO

6d•$19 - $25

About The Position

At Numotion, the Customer Care Coordinator-Order Experience I supports the company’s mission to improve the lives of people with disabilities. Numotion is North America’s largest provider of mobility products and services, offering personalized mobility products and assistive technologies. The coordinator receives and implements new equipment requests, determines reimbursement eligibility, and coordinates timely service provision. The role facilitates orders through Numotion’s order processing system, supports customers throughout the process, and helps resolve questions and concerns. The coordinator also schedules ATPs and seating technicians for evaluations and adjustments, contributes to department improvement initiatives, and follows company policies and applicable federal regulations. The role requires a high school diploma or GED (or an equivalent combination of education and experience) and at least one year of customer service experience. The position may require overtime as needed and involves frequent computer use and prolonged desk work. Numotion offers competitive compensation and benefits, and candidates must pass a drug test before beginning employment.

Requirements

High school diploma or GED, or an equivalent combination of experience and education.
At least one year of customer service experience.
Ability to work overtime as needed.
Candidates must pass a drug test before beginning employment.

Nice To Haves

Strong written and verbal communication skills.
Strong listening, organization, and priority-setting skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Ability to think quickly, assess situations, and make sound decisions.
Ability to provide best-in-class customer service.
Working knowledge of service order processing.
Knowledge of complex rehabilitation equipment and products.
Prior experience in the durable medical equipment industry.
Exceptional interpersonal and problem-solving skills with internal colleagues and external customers.
Knowledge of MS Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers with new equipment requests, collect demographic information, enter and maintain accurate order data, and progress orders through completion.
Verify insurance or funding eligibility and benefits; explain customers’ financial responsibility; and obtain prescriptions and other medical documentation needed for funding.
Enter orders into the order processing system and accurately and completely perform intake steps.
Respond to customer inquiries, requests, and complaints in a timely manner, collaborating with staff to improve customer satisfaction and turnaround times.
Resolve customer issues without additional transfers and de-escalate customers whenever possible.
Coordinate scheduling of ATPs and seating technicians for evaluations and adjustment requests.
Meet established productivity and performance standards.
Participate in New Equipment department initiatives to improve department results.
Perform other duties as assigned by the manager.
Use Numotion Leadership Principles and perform work with integrity, compliance, and values consistent with Numotion’s mission.
Protect employee and customer confidentiality and comply with Numotion policies and federal regulations.
Provide excellent service to internal and external customers, resolve customer concerns, and prioritize customer service.