Customer Care Coordinator-Order Experience I

Numotion•Fresno, CA

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 coordinating requests for mobility products, services, and assistive technologies. The role receives and implements new equipment requests, determines reimbursement eligibility, and facilitates timely progress through the order processing system. The coordinator gathers and maintains customer information, verifies insurance or funding eligibility and benefits, communicates financial responsibility, and obtains prescriptions and other required medical documentation. The role responds to inquiries and complaints, works to resolve issues and improve customer satisfaction, and coordinates scheduling for evaluations and adjustments. The employee is expected to meet productivity standards, contribute to department improvement initiatives, follow Numotion’s leadership principles and policies, protect confidentiality, and provide excellent service to internal and external customers. Duties may change based on organizational needs or management direction.

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.

Nice To Haves

Strong written and verbal communication skills.
Strong listening, organization, and priority-setting skills.
Ability to work in a fast-paced environment while managing 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 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 responsibility, and obtain prescriptions and other medical documentation needed 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, working with colleagues 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 work with integrity and in compliance with Numotion’s values, policies, and federal regulations.
Protect employee and customer confidentiality.
Provide excellent customer service to internal and external customers and offer solutions to customer concerns.
Perform other duties as assigned by the manager.