Customer Care Coordinator-Order Experience I

Numotion•Colorado Springs, CO

About The Position

The Customer Care Coordinator 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, from intake through completion, while providing excellent service to internal and external customers. It also supports customer satisfaction, timely turnaround, and continuous improvement in the New Equipment department. The duties listed are not exhaustive and may change based on organizational needs or management direction.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
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, organizational, and prioritization 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.
Previous 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 order data through completion.
Verify insurance or funding eligibility and benefits, communicate customers’ financial responsibility, and obtain prescriptions and other required medical documentation.
Enter orders into the processing system and complete intake steps accurately and thoroughly.
Respond to customer inquiries, requests, and complaints in a timely manner, collaborating with staff to improve satisfaction and turnaround times.
Take responsibility for resolving issues and de-escalating customers where possible, avoiding unnecessary transfers.
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 results.
Perform work with integrity and in accordance with Numotion’s Leadership Principles, mission, compliance requirements, policies, and applicable federal regulations.
Protect employee and customer confidentiality and provide excellent customer service, focusing on solutions to customer concerns.
Perform other duties as assigned by the manager.