Customer Care Coordinator-Order Experience I

Numotion•Fresno, CA

8h•$19 - $24

About The Position

The Customer Care Coordinator-Order Experience I receives and implements new equipment requests, determines reimbursement eligibility, and coordinates the timely provision of services. The role facilitates orders moving through Numotion’s order processing system, from intake through completion, while providing excellent service to internal and external customers. The coordinator verifies insurance or funding eligibility and benefits, communicates customers’ financial responsibility, and obtains prescriptions and other medical documentation needed for funding. The position also responds to inquiries, requests, and complaints; works to resolve issues and de-escalate concerns; and coordinates scheduling of ATPs and seating technicians for evaluations and adjustment requests. The role supports department initiatives and follows company policies, federal regulations, confidentiality requirements, and Numotion’s leadership principles. This position requires frequent computer use and prolonged periods at a desk. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Candidates must pass a drug test before beginning employment.

Requirements

High school diploma, GED, or 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 and external customers.
Knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers with new equipment requests, collect 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 responsibility, and obtain prescriptions and other medical documentation needed to obtain 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, 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 continually 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 top priority.