Customer Care Coordinator - Order Experience I

Numotion•Dallas, GA

33d

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 order movement through Numotion’s order processing system, supporting customers from intake through order completion. It also coordinates scheduling for ATPs and seating technicians for evaluations and adjustment requests, and helps resolve customer questions, requests, and complaints while maintaining a focus on customer satisfaction and turnaround times. The coordinator is expected to meet productivity and performance standards, participate in department initiatives to improve results, and perform other duties as assigned. The position requires adherence to Numotion’s leadership principles, confidentiality requirements, company policies, and applicable federal regulations. Duties may change based on organizational needs or management direction. The role involves frequent use of hands, wrists, and fingers with computer equipment, prolonged periods at a desk or computer, and occasional reaching and movement with the arms and hands. Overtime may be required as needed. Numotion offers medical, dental, and vision insurance, short- and long-term disability, a 401(k), and life insurance. Candidates must pass a drug test before beginning employment.

Requirements

High school diploma or GED, or an equivalent combination of experience and education.
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, 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 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 and funding eligibility and benefits; communicate customers’ financial responsibility; and obtain prescriptions and other medical documentation needed to secure funding.
Enter orders into the order processing system and complete intake steps accurately and thoroughly.
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 when possible and de-escalate customers when appropriate.
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.
Apply Numotion Leadership Principles and perform the job with integrity, compliance, and values consistent with Numotion’s mission.
Protect employee and customer confidentiality and comply with Numotion policies and federal regulations.
Provide excellent service to internal and external customers, address customer concerns, and prioritize customer service.