Customer Care Coordinator

2 weeks ago

Wilmington, United States Riverside Community Care Full time

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 actions.

JOB PURPOSE:

The Customer Care Coordinator is responsible for providing outstanding and professional customer service to ensure efficiency and promote a positive customer experience. This role is responsible for ensuring all orders are processes accurately and quickly aiming for customers’ needs to be met. 

KEY RESPONSIBILITIES:

  • 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. 

The duties listed above are intended only as illustrative of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar or a logical assignment to the position.

LEADERSHIP PRINCIPLES BEHAVIORS:

  • Urgency
  • Decisive
  • Results oriented
  • Personable

Required Skills

QUALIFICATIONS, SKILLS AND EXPERIENCE:

  • 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.

 PHYSICAL REQUIREMENTS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ability to meet essential functions of the position with reasonable accommodations as necessary.
  • Prolonged periods of working at a desk and/or on a computer
  • Ability to work overtime as needed.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short and long term disability, a 401k and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Required Experience

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