Customer Care Coordinator

SuperCare Health•Victorville, CA

3d•Onsite

About The Position

“Improving the lives of those with chronic care diseases while providing solutions to our customers.' Looking for a new opportunity? At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying. NOTE: THIS IS AN IN-PERSON ROLE Who We Are: SuperCare Health is the leading post-acute, in-home respiratory care provider in the Western U.S. that has been serving the healthcare needs of our ever-growing patient population for nearly 50 years. We specialize in respiratory and chronic disease management, delivering innovative solutions to enhance the quality of life for our patients. Our commitment to excellence has made us a trusted partner for healthcare providers across the nation. What We’re Looking For: The Customer Care Coordinator serves as the primary liaison between referral sources, Sales, and Customer Service, ensuring seamless order processing through e-ordering platforms while meeting service-level agreements (SLAs). This role proactively addresses order inquiries, resolves processing issues, and maintains compliance with insurance payer requirements to prevent delays. Additionally, the coordinator collaborates with Sales and Distribution teams to manage inventory availability for urgent requests and optimize service delivery. By analyzing order trends, identifying inefficiencies, and educating stakeholders on best practices, the Customer Care Coordinator drives process improvements and enhances overall customer satisfaction. This role is essential to ensuring a smooth, efficient, and customer-focused order fulfillment process. The Customer Care Coordinator will work closely with various teams to support seamless service delivery and uphold company standards for excellence.

Requirements

Previous experience in order processing, customer service, or healthcare-related operations preferred.
Strong communication and interpersonal skills, with the ability to build positive relationships with internal and external stakeholders.
Excellent problem-solving and analytical abilities to identify issues and implement effective solutions.
Proficiency in e-ordering platforms, customer relationship management (CRM) software, and Microsoft Office Suite (Excel, Outlook, Word).
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Strong attention to detail, ensuring accuracy in documentation and order processing.
2+ year experience in healthcare
Great Communicator
E-Portal skills set

Nice To Haves

Familiarity with insurance payer requirements and compliance regulations is a plus.

Responsibilities

Monitor and review daily tasks related to order processing through e-ordering platforms, ensuring timely completion within established Service Level Agreements (SLAs).
Maintain up-to-date e-ordering platforms by accurately closing out completed orders and ensuring proper documentation.
Troubleshoot and resolve order processing issues independently or in collaboration with relevant teams to minimize disruptions in service delivery.
Prioritize and escalate urgent or complex order requests to ensure prompt resolution and avoid delays.
Serve as the primary point of contact for referral sources, Sales, and Customer Service teams to provide updates on order statuses, required documentation, and potential processing delays.
Work closely with Sales and Distribution teams to proactively communicate inventory availability for urgent or high-priority requests.
Collaborate with Customer Service and Distribution teams to prioritize patient-critical orders and ensure timely delivery.
Address and resolve customer concerns, providing high-level service and maintaining a positive experience for all stakeholders.
Track and analyze order cancellation trends, communicating insights to Sales and referral sources to reduce service disruptions and improve processing efficiency.
Participate in regular meetings with internal teams to review order performance, identify operational challenges, and recommend process improvements.
Ensure all required documentation is accurate, complete, and compliant with insurance payer guidelines to minimize rejections and service delays.
Educate referral sources and internal teams on best practices for order submission and documentation accuracy to reduce processing errors.
Maintain compliance with company policies, procedures, and industry regulations.
Adhere to scheduled work hours and complete weekend assignments as needed or required.
Perform additional duties as assigned by supervisors or management to support business operations.
Consistently meet or exceed monthly performance goals as outlined by leadership.