Customer Care Coordinator-Order Experience I

Numotion•Norcross, GA

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 by helping customers obtain mobility products and services. The role receives and implements new equipment requests, determines reimbursement eligibility, and coordinates the timely provision of services. It facilitates order movement through Numotion’s order processing system, from intake through completion. The coordinator provides customer service to internal and external customers, works to resolve concerns, and coordinates scheduling for evaluations and adjustments. The role is expected to meet productivity and performance standards, contribute to department initiatives, protect confidential information, and comply with company policies and federal regulations. Duties may change based on organizational needs or management direction. The position requires frequent use of hands, wrists, and fingers while using computer equipment, prolonged desk or computer work, occasional reaching and movement with arms and hands, and effective communication. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Overtime may be required as needed. 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.
Ability to communicate effectively.
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 assess situations quickly 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 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, communicate customers’ financial responsibilities, and obtain prescriptions and other required medical documentation.
Enter orders and accurately and completely perform intake steps in the order processing system.
Respond to customer inquiries, requests, and complaints in a timely manner, collaborating with staff to improve customer satisfaction and turnaround times.
Take responsibility for resolving issues without additional transfers and de-escalating 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 work in accordance with Numotion Leadership Principles, maintaining 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 and prioritize solutions to customer concerns.
Perform other duties as assigned by the manager.