Customer Care Coordinator - Order Experience I

Numotion; Charleston (SC); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Life insurance

Job summary

Numotion in Charleston, SC is seeking a Customer Service Representative to assist clients with new equipment requests and coordinate timely service delivery. The role involves verifying insurance eligibility and providing detailed information related to funding responsibilities.

The ideal candidate will possess strong communication skills, a high school diploma, and at least one year of customer service experience. This position offers a comprehensive benefits package, including medical and dental insurance, a 401k plan, and competitive compensation.

Qualifications

• Minimum one year of customer service experience.
• Ability to work in a fast-paced environment and juggle multiple priorities.
• Working knowledge of service order processing.

Responsibilities

• Assists customers with new equipment requests and maintains order processing.
• Verifies insurance eligibility and communicates financial responsibilities to customers.
• Coordinates scheduling for evaluations and adjustments requests.

Skills

Strong communication skills

Customer service experience

Organization and priority setting skills

Problem-solving skills

Knowledge of complex rehab equipment

Education

High school diploma or GED

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

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:

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.

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
• 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 at all 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 duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.

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

PHYSICAL WORK 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent use of hands, wrists, fingers associated with computer equipment.
• Prolonged periods of time working at a desk and/or on a computer.
• Occasionally move and reach with arms and hands.
• Ability to communicate effectively.
• Ability to work overtime as needed.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short‑term and long‑term disability, a 401k, and life insurance.