Customer Care Coordinator

InfuSystem•Santa Fe Springs, CA

1d•Hybrid

About The Position

InfuSystem is a leading national health care service provider that facilitates outpatient care for durable medical equipment manufacturers and health care providers. They deliver ambulatory pumps and supplies, along with related clinical, biomedical, and billing services, to practices and patients nationwide. InfuSystem offers Oncology, Pain Management, and Wound Care therapies, including Negative Pressure Wound Therapy. Their Durable Medical Equipment (DME) Services encompass direct payer rentals, pump and consumable sales, and biomedical services and repair. The company provides a wide range of medical equipment and associated supplies, as well as on-site and depot preventive maintenance, repair, and warranty services for various medical devices. Headquartered in Rochester Hills, Michigan, InfuSystem offers local, field-based customer support and operates Centers of Excellence across North America. The Customer Care Coordinator is responsible for servicing assigned customer accounts, maintaining existing customer files, processing customer orders, setting up new customers in their systems, and retrieving missing documents.

Requirements

Associates degree (AA) related field; or equivalent combination of education and experience.
Have medical terminology knowledge/background.
Strong work ethic
Sound judgment
Proven written and verbal communication skills
Natural curiosity to pursue issues and increase expertise
Pursue and design innovative analytical performance metrics
The courage to promote and defend ideas and analyses
Passionate about InfuSystem and serving customers and patients
Strives to make an impact on improving our business processes and results
Exemplary honesty and integrity
Ability to collaborate effectively and work selflessly as part of a team

Responsibilities

Work with Territory Managers and Account Managers to grow and maintain territories
Reduce pending paperwork, obtain Clinical notes, obtain required missing documents, increase pump utilization and maintain appropriate inventory of pumps at facilities
Monitor usage of supplies and other consumables (e.g. IV sets) at appropriate accounts; ensure customers are meeting applicable contractual volume commitments
Communicate with field representative(s) on a daily basis
Assign/set up new customer accounts and maintains existing customer files
Process customer orders
Process iPad orders and handle customer questions
Receive, research and answer field representatives’ and customers’ inquiries and requests regarding accounts, products, rates, and services offered by the Company
Direct the pick-up of pumps and assist Account Manager in obtaining paperwork
Handle customer complaints
Produce and submit reports as requested by Management
Process documents in fax server as required
Answer phones as required
Able to work out of multiple applications simultaneously
Have attention to detail; this is a must
Be able to work in a fast-paced environment, have problem solving and critical thinking skills
Other duties as assigned