Customer Care Coordinator - Order Experience I
Numotion
Summary
Receives and implements new equipment requests, determines reimbursement eligibility and coordinates the timely provision of services. Facilitates timely order movement through Numotion's order processing system.
Job description
Key Responsibilities
- Assists customers with new equipment requests, obtains demographics, enters and maintains accurate data in order processing system while progressing orders through to completion.
- 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, requests, and complaints 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 ATP's and seating technicians for evaluations and adjustments requests.
- Meets all set productivity and performance standards.
- Participates in New Equipment department initiatives to continually improve department results.
- Other duties as assigned by manager.
Required Qualifications, Skills, and Experience
- High school diploma or general education degree (GED) or equivalent combination of experience and education.
- Minimum one year of customer service experience.
Preferred Competencies and Qualifications
- 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.
Requirements
- High school diploma or GED or equivalent combination of experience and education
- Minimum one year of customer service experience
- 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
- Knowledge of MS Word, Excel, PowerPoint, and Outlook
Benefits
- Medical, Dental & Vision
- Short-term Disability
- Long-term Disability
- 401(k)
- Life Insurance
Company overview
Numotion is the nation's largest and leading provider of Complex Rehabilitation Technology (CRT) and mobility products and services, dedicated to helping individuals with mobility limitations maximize their health, personal independence, and active participation in everyday life. Founded in 2001 and headquartered in Brentwood, Tennessee, the company operates approximately 150 locations across the United States and serves over 500,000 customers annually. Numotion specializes in prescription-based mobility solutions including individually configured power and manual wheelchairs, seating systems, and other assistive technologies designed for people with significant disabilities and complex medical needs. The company employs approximately 3,000 professionals, including over 460 Assistive Technology Professionals (ATPs) and 1,000+ service technicians, providing comprehensive clinical expertise and nationwide support. Through its portfolio of brands including Numotion Medical Supplies, SpinLife, SpinKids, CorLife, and Motion (in Canada), the company offers a complete spectrum of mobility solutions from complex rehab technology to urological supplies, speech solutions, and workers' compensation services. Numotion works closely with clinicians, therapists, and healthcare providers while maintaining partnerships with every major CRT manufacturer in the industry and agreements with over 3,300 health plans.