Customer Care Coordinator-Order Experience I

Numotion•Wauwatosa, WI

14h

About The Position

The Customer Care Coordinator receives and implements new equipment requests, determines reimbursement eligibility, and coordinates timely service provision. The role facilitates movement of orders through Numotion’s order processing system, supporting customers and internal teams from intake through order completion. The coordinator helps ensure accurate documentation, responsive issue resolution, and excellent service for internal and external customers while following company policies, confidentiality requirements, and federal regulations. 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.

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 MS 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 make efforts to complete intake steps accurately and fully.
Respond to customer inquiries, requests, and complaints in a timely manner, working with 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 other duties as assigned by the manager.
Apply Numotion Leadership Principles and perform the job 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, offer solutions to customer concerns, and keep customer service a top priority.
Work overtime as needed.