Customer Care Coordinator-Order Experience I

Numotion•Salem, OR

8h•$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 provides mobility products and services, including wheelchairs, medical supplies, and assistive technologies. The role receives and implements new equipment requests, determines reimbursement eligibility, and coordinates timely service provision. The coordinator facilitates orders through Numotion’s processing system, assists customers throughout the intake process, verifies insurance or funding, obtains required medical documentation, and works to resolve customer concerns and improve satisfaction and turnaround times. The position also coordinates evaluations and adjustments with ATPs and seating technicians, contributes to department initiatives, and follows confidentiality, compliance, and customer-service standards. Other duties may be assigned based on organizational needs. The position requires a high school diploma or GED (or an equivalent combination of experience and education) and at least one year of customer service experience. The listed pay range is $19.28 to $25.06 per hour. Numotion offers medical, dental, and vision insurance, short- and long-term disability, a 401(k), and life insurance. 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.

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 and external customers.
Knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers with new equipment requests, obtain demographic information, and enter and maintain accurate data in the order processing system through order completion.
Verify insurance or funding eligibility and benefits, explain customers’ financial responsibility, and obtain prescriptions and other medical documentation needed to secure funding.
Enter orders into the order processing system and complete intake steps accurately and thoroughly.
Respond to customer inquiries, requests, and complaints in a timely manner, collaborating with staff to improve customer satisfaction and turnaround times.
Resolve customer issues completely without additional transfers when possible and de-escalate customers when appropriate.
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 the company’s mission.
Protect employee and customer confidentiality and comply with Numotion policies and federal regulations.
Provide excellent service to internal and external customers, find solutions to customer concerns, and keep customer service a priority.