Customer Care Coordinator-Order Experience I

Numotion•Wauwatosa, WI

About The Position

The Customer Care Coordinator-Order Experience I receives and implements new equipment requests, determines reimbursement eligibility, and coordinates timely service provision. The role facilitates orders through Numotion’s processing system, supports customers throughout intake and order completion, and helps resolve issues while improving customer satisfaction and turnaround times. The coordinator is expected to meet productivity and performance standards, participate in department improvement initiatives, follow Numotion’s leadership principles and applicable policies and regulations, and maintain confidentiality. Other duties may be assigned, and responsibilities may change based on organizational needs. The position requires a high school diploma or GED, or an equivalent combination of education and experience, and at least one year of customer service experience. Preferred qualifications include strong communication, listening, organization, prioritization, decision-making, and problem-solving skills; the ability to work in a fast-paced environment and provide high-quality customer service; experience with service order processing or the durable medical equipment industry; knowledge of complex rehabilitation equipment; and familiarity with Microsoft Office applications. The work involves frequent use of hands, wrists, and fingers with computer equipment and prolonged periods at a desk or computer. Occasional reaching and movement with arms and hands are required. The employee must communicate effectively and be able to work overtime as needed. Reasonable accommodation may be made for individuals with disabilities to perform essential functions. 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 employment begins.

Requirements

High school diploma or GED, or an equivalent combination of experience and education.
At least one year of customer service experience.
Ability to communicate effectively.
Ability to work overtime as needed.

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 for funding.
Enter orders into the processing system and complete intake steps accurately and fully.
Respond to customer inquiries, requests, and complaints in a timely manner, working with other staff to improve customer satisfaction and turnaround times.
Take responsibility for resolving 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 the job in accordance with Numotion’s Leadership Principles, mission, values, compliance expectations, policies, confidentiality requirements, and federal regulations.
Provide excellent service to internal and external customers and offer solutions to customer concerns.
Perform other duties as assigned by the manager.