Customer Care Coordinator

Numotion-posted about 1 year ago
Full-time
Monroe, OH
Merchant Wholesalers, Durable Goods
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The Customer Care Coordinator at Numotion plays a crucial role in providing exceptional customer service and ensuring efficient order processing for complex rehabilitation technology products. This position is focused on meeting customer needs through effective communication and coordination, ultimately enhancing the customer experience.

  • Answers incoming calls, handles incoming faxes and fields any inquiries as appropriate.
  • Efficiently processes new orders intake.
  • Schedules evaluations and equipment adjustments with referrals and clients.
  • Uploads order files for ATPs (sends documents to ATPs for evaluations, confirms evaluations, checks in in the uploads after the evaluation).
  • Requests, collects, and reviews order documents to include Functional Mobility Evaluation (FME), Letter of Medical Necessity (LMN), and chart notes.
  • Keeps the team abreast with order processing status.
  • Tracks equipment to ensure receiving before scheduled delivery.
  • Coordinates with clients (once equipment is approved) delivery.
  • Communicates with clients matters related to coverage, deductibles and any financial responsibility they might have.
  • Conducts research of related equipment on vendor websites.
  • Collects and process payments for out-of-pocket amounts.
  • Reconciles deliveries and moves order to billing.
  • Contacts clients for medical documents if the document collector is unable to obtain what is needed.
  • Provides monthly delivery forecasts.
  • Handles all physical mailouts such as no contact letters and copies of delivery paperwork to clients.
  • Maintains doctors and therapists contact and any other related information.
  • Performs other related duties as assigned.
  • High School diploma/GED required.
  • Associates degree preferred.
  • Minimum three years of relevant experience in a fast-paced office environment highly preferred.
  • Positive, customer-focused approach.
  • Proficiency in Microsoft Office Suite.
  • Ability to work in a fast-paced environment and juggle multiple priorities.
  • Ability to think quickly, assess a situation and make a sound decision.
  • Experience with technology for optimizing efficiency.
  • Solid written and verbal communication, listening, organization and priority setting skills.
  • 401(k)
  • Dental insurance
  • Disability insurance
  • Health insurance
  • Life insurance
  • Vision insurance
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