Operations Coordinator - Customer Success

ZOLL Medical Corporation•Atlanta, GA

4d•$60,000 - $65,000•Remote

About The Position

The Customer Success Operations Coordinator supports daily execution and coordination of Customer Success Operations across IDTF, PCP, and Employee Benefits program workflows. Reporting to the Customer Success Operations Manager, the position coordinates with internal teams, field and account stakeholders, external physician offices, and patients to support accurate, timely, and efficient service delivery. The Coordinator helps maintain workflow continuity, communicates order and account status, resolves operational issues, monitors assigned work, and identifies opportunities to improve service quality and operational efficiency. The position has no direct reports and may coordinate workflows or assign tasks as delegated by the Manager, but does not have formal people-management or employee-performance responsibilities. The role includes managing HSAT order-entry processes and platforms, supporting patients and external physician offices with order-related issues, maintaining operational tracking and documentation, coordinating report distribution and dispensing activities, and supporting performance reporting and continuous improvement. It also provides backup coverage for critical Customer Success Operations responsibilities as needed. Travel is minimal and primarily for occasional meetings, training, or team collaboration.

Requirements

Bachelor's degree or equivalent relevant experience preferred.
Minimum of 3–5 years of experience in program coordination, operations, project coordination, customer service, or a similar role preferred.
Strong customer-service and problem-solving skills.
Excellent written and verbal communication skills, with the ability to communicate clearly, professionally, and concisely.
Strong organizational and prioritization skills and ability to manage multiple tasks and deadlines in a fast-paced environment.
Strong data-entry and data-management skills, with accuracy and attention to detail.
Ability to work independently within established processes and collaborate effectively as part of a cross-functional team.
Ability to recognize workflow trends, recurring issues, and opportunities for operational improvement.
Proficiency with Salesforce and other relevant software tools used for data management, workflow tracking, and reporting.

Nice To Haves

Experience in healthcare, medical device, diagnostic services, or a related environment is preferred.
Bachelor's degree or equivalent relevant experience is preferred.
Minimum of 3–5 years of experience in program coordination, operations, project coordination, customer service, or a similar role is preferred.

Responsibilities

Support daily operational workflows across IDTF, PCP, and Employee Benefits programs.
Coordinate assigned work, order status, documentation, and communication to support timely and accurate service delivery.
Serve as an operational contact for field teams, accounts, physician offices, and internal stakeholders.
Monitor workflow issues and exceptions and escalate significant or unresolved concerns to the Customer Success Operations Manager.
Support performance reporting, process standardization, and continuous-improvement activities.
Coordinate and manage HSAT order-entry platforms and processes, including Sleepstep, CloudPAT, and TENNR, ensuring accuracy, completion, appropriate documentation, and timely status updates.
Communicate with field and account teams about order status, documentation needs, denials, completed reports, and other assigned operational updates.
Maintain accurate tracking of insurance denials, incomplete documentation, order exceptions, and other program-specific information, and communicate as appropriate.
Coordinate distribution of Employee Benefits reports and completion of related operational tasks.
Address and help de-escalate customer concerns within assigned responsibilities, escalating significant or unresolved issues as appropriate.
Liaise with external physician offices and support resolution of documentation or order-related barriers.
Investigate and resolve patient medical order discrepancies, delays, missing information, and other order-process issues.
Collaborate with internal teams to resolve operational issues and support service-level expectations and service quality.
Collect, maintain, and analyze assigned performance data and support preparation of operational reports, trends, and recommendations.
Coordinate task assignments and monitor workflow completion as delegated by the Manager to support coverage, prioritization, and operational continuity.
Coordinate patient-order dispensing activities within established processes and escalate exceptions or decisions outside defined guidelines to the Manager.
Identify recurring workflow issues, manual steps, duplicate work, delays, and other process-improvement opportunities; recommend solutions.
Support implementation and rollout of operational platforms, processes, workflows, and tools.
Maintain and support standardized workflows, job aids, SOPs, tracking tools, and process documentation as assigned.
Provide backup coverage for critical Customer Success Operations responsibilities as needed.
Maintain accurate operational tracking and documentation for assigned workflows.
Support collection and reporting of operational measures, including volume, backlog, turnaround time, service-level performance, quality, rework, and escalations where applicable.
Identify recurring trends, exceptions, and workflow barriers and communicate findings to the Customer Success Operations Manager.
Provide clear, concise, and professional updates about workflow status, issues, actions taken, and support needed.