Customer Care Coordinator-Order Experience I

Numotion•Vancouver, WA

About The Position

At Numotion, 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 through Numotion’s processing system, supporting customers from intake through completion. It also works with other staff to resolve customer concerns, improve satisfaction and turnaround times, and coordinate evaluations and adjustments. The position requires adherence to confidentiality, company policies, and federal regulations, and consistent delivery of excellent customer service.

Requirements

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

Nice To Haves

Strong written and verbal communication skills.
Strong listening, organizational, 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 and external customers.
Knowledge of MS Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers with new equipment requests, obtain demographic information, enter and maintain accurate data, and progress orders through completion.
Verify insurance or funding eligibility and benefits, explain customers’ financial responsibility, and obtain prescriptions and other medical documentation required for funding.
Enter orders into the order processing system and accurately complete 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 unnecessary 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.
Apply Numotion Leadership Principles and act 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 and prioritize solutions to customer concerns.