Customer Service Coordinator

MED-EL Corporation•Durham, NC

24d•Hybrid

About The Position

Support the delivery of a world-class customer experience by executing administrative responsibilities with efficiency, accuracy, and attention to detail. While this role does not involve direct patient or customer interaction, it plays a vital part in ensuring inquiries, orders, and digital channels are managed promptly and effectively. Every task performed in this position reflects and reinforces the MED-EL brand.

Requirements

High school diploma or GED equivalent
3 years' experience in medical recordkeeping, data entry or administrative experience
Ability to complete work in accordance with procedures
Detail-oriented, works with urgency
Ability to utilize available technology and learn new tools and processes as they are introduced
Approaches work with behaviors and communications that exemplify the MED-EL values: Team Player, Valued Partner, Innovative and Performance Driven
Good organizational skills, necessary to ensure proper data management and high performance in a fast-paced environment
Ability to learn and carry out applicable MED-EL Quality System Requirements, detailed operational procedures and various regulatory requirements relevant for medical device companies, Medicare and Medicaid Providers
Ability to perform under pressure, including time-pressure/deadlines, quality audits and various regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc.
Located within a commutable distance to Durham, NC

Responsibilities

Update staffing calendar by 9:30AM daily and send staffing summary to Manager, copying Supervisors and Team Leads
Administer CS General Inbox (and/or other inbound electronic/digital channel)
distribute emails to appropriate individuals / folders / queues
act on emails that can be handled without distribution
escalate emails that require a senior staff member to handle so that issues may be resolved in an expedient manner
log email volume
Process registrations for portals (including but not limited to myMED-EL)
Process electronic orders (including, but not limited to CRM ISOM, WebShop), ensuring that items ordered through WebShop are compatible with the device registered under the patient.
Maintain statistics or reporting, as business needs require
Support Manager CAS with reporting as needed
Review reporting logs (including but not limited to QC log) once weekly for data entry issues, alerting supervisors to any problems
Review DocuSign for received but not handled envelopes, expiring document requests, duplicate document requests, alerting supervisors to any problems
Support Manager CAS with monthly departmental reporting as needed
As backup to Operations Coordinators, handle overflow of patient intake forms to facilitate timely order processing
Provide review of, and input when updates are necessary, to desk-level instructions for this role
Respond to requests for information from Executive Team
Accept special projects and additional assignments as business requires
Occasional administrative support for VP Customer Experience, e.g. assisting with group meeting organization (booking rooms, ordering catering, ordering materials)

Benefits

Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
401k Match
Health Savings Account
Short term and long-term disability paid by the company.
Company paid life insurance with an option to purchase additional coverage.
FSA Dependent Care
Pet Insurance
Critical Illness
Accident Insurance
PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
Employee Assistance Program