Service Coordinator Inbound II

Numotion•Indianapolis, IN

10d

About The Position

By joining Numotion, you will be a part of the nation's leading provider of Complex Rehabilitation Technology. Numotion is helping thousands of people with individually configured medically necessary mobility products and services. From manual and powered wheelchairs to disposable medical supplies that serve unique medical and functional needs, we are improving the lives of people with disabilities by enabling them to actively participate in everyday life. Maintaining our standing as the industry leader in CRT comes from having a workforce with a diverse mix of minds, backgrounds, and experiences, and we are committed to cultivating an inclusive work environment based on open dialogue, active listening, and ongoing definitive. JOB PURPOSE: Receives and implements service and repair requests, determines reimbursement eligibility, and coordinates the timely provision of services.

Requirements

High school diploma or general education degree (GED) or equivalent combination of experience and education.
Minimum two years of customer service experience

Nice To Haves

Strong communication skills, both written and verbal
Strong listening, organization and priority setting skills.
Ability to work in a fast-paced environment and juggle multiple priorities.
Ability to think quickly, assess a situation and make a sound decision.
Ability to provide best-in-class customer service
Working knowledge of service order processing experience
Knowledge of complex rehab equipment and products
Prior experience working in durable medical equipment industry
Demonstration of exceptional interpersonal and problem-solving skills both internally and externally with customers.
Knowledge of MS Word, Excel, PowerPoint, and Outlook

Responsibilities

Assists customers with service & repair requests, obtains demographics, enters and maintains accurate data in order processing system.
Verifies insurance/funding eligibility and benefits, communicates to customers their financial responsibility, obtains prescriptions and any other medical documentation necessary to obtain funding
Enters orders into order processing system assuring that efforts are made to accurately and completely perform intake steps.
Responds to customer inquiries and requests in a timely manner working with other staff members to increase customer satisfaction and turnaround times.
Takes responsibility to completely resolve issues without additional transfers and/or de-escalate customers whenever possible.
Coordinates scheduling of service tech evaluations and rescheduling of service tech deliveries on request.
Meets all set productivity and performance standards.
Provides and coordinates training for new service coordinator hires, as well as ongoing training and mentoring.
Participates in Service & Repair initiatives to continuously improve department results
Other duties as assigned
Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion’s mission.
Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.
Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.