Customer Care Coordinator-Order Experience I

Numotion•Vancouver, WA

8h•$20 - $26

About The Position

At Numotion, the Customer Care Coordinator supports the company’s mission to improve the lives of people with disabilities by helping customers access mobility products, services, and assistive technologies. The role receives and implements new equipment requests, determines reimbursement eligibility, coordinates timely service provision, and facilitates orders through Numotion’s processing system. The coordinator gathers customer and insurance information, maintains accurate order data, obtains prescriptions and medical documentation, communicates customers’ financial responsibilities, and coordinates evaluations and adjustments with ATPs and seating technicians. The role also responds to customer inquiries and complaints, resolves issues when possible, supports customer satisfaction and timely order completion, and contributes to department improvement initiatives. Employees are expected to maintain confidentiality, comply with company policies and federal regulations, provide excellent service to internal and external customers, and work with integrity in keeping with Numotion’s mission. Other duties may be assigned based on organizational needs. The position requires a high school diploma or GED, or an equivalent combination of education and experience, and at least one year of customer service experience. Work involves frequent computer use and prolonged periods at a desk. Overtime may be required as needed.

Requirements

High school diploma or GED, or an equivalent combination of experience and education.
At least one year of customer service experience.
Frequent use of hands, wrists, and fingers associated with computer equipment.
Ability to work for prolonged periods at a desk and/or on a computer.
Ability to occasionally move and reach with arms and hands.
Ability to communicate effectively.
Ability to work overtime as needed.

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 Microsoft Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers with new equipment requests; collect demographic information and enter and maintain accurate data in the order processing system.
Verify insurance or funding eligibility and benefits, communicate customers’ financial responsibility, and obtain prescriptions and other medical documentation needed to secure funding.
Enter orders and complete intake steps accurately and thoroughly in the order processing system.
Respond promptly to customer inquiries, requests, and complaints, working with other staff to improve satisfaction and turnaround times.
Resolve customer issues without additional transfers when possible and de-escalate customer concerns.
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.
Use Numotion Leadership Principles and perform work 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 offer solutions to customer concerns.