Customer Care Coordinator-Order Experience I

Numotion•Norcross, GA

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 order processing system, supporting customers from intake through completion. The coordinator verifies insurance or funding eligibility and benefits, explains customers’ financial responsibilities, and obtains prescriptions and other medical documentation needed for funding. The role also responds to inquiries and complaints, resolves or de-escalates concerns when possible, and coordinates evaluations and adjustments with ATPs and seating technicians. The coordinator is expected to meet productivity and performance standards, support department improvement initiatives, maintain confidentiality, comply with company policies and federal regulations, and provide excellent service to internal and external customers. Other duties may be assigned based on organizational needs. The position requires frequent computer use and extended periods working at a desk. Numotion offers medical, dental, and vision insurance, short- and long-term disability coverage, a 401(k), and life insurance. Candidates must pass a drug test before beginning employment.

Requirements

High school diploma, GED, or equivalent combination of experience and education.
At least one year of customer service experience.
Ability to use hands, wrists, and fingers frequently in connection with computer equipment.
Ability to work at a desk and/or on a computer for prolonged periods.
Ability to occasionally move and reach with arms and hands.
Ability to communicate effectively.
Ability to work overtime as needed.
Candidates must pass a drug test before beginning employment.

Nice To Haves

Strong written and verbal communication skills.
Strong listening, organizational, 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 required medical documentation.
Enter orders into the order processing system and accurately complete intake steps.
Respond promptly to customer inquiries, requests, and complaints, working with other staff to improve customer satisfaction and turnaround times.
Resolve customer 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 the job in accordance with Numotion Leadership Principles, maintaining 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.
Perform other duties as assigned by the manager.