Customer Care Coordinator-Order Experience I

Socket.dev; Delaware; On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Short-term disability

Long-term disability

401(k)

Life insurance

Job summary

Numotion is seeking a customer service professional to support new equipment requests and order processing. You will verify insurance eligibility, coordinate funding, and ensure timely delivery of services while maintaining accurate data in the processing system.

Join a team focused on patient care and efficient service, handling data entry, customer communications, and scheduling evaluations, while upholding Numotion's standards of confidentiality and quality.

Qualifications

• High school diploma or GED required.
• At least 1 year of customer service experience.
• Experience with service order processing is helpful.
• Strong communication and listening skills.

Responsibilities

• Assist customers with new equipment requests and enter accurate data in order system.
• Verify insurance/funding eligibility and explain financial responsibilities to customers.
• Enter orders and complete intake steps.
• Respond to inquiries and complaints to improve satisfaction and turnaround times.
• Resolve issues without transfers where possible.
• Coordinate scheduling of ATPs and seating technicians.
• Meet productivity and performance standards.
• Support New Equipment department initiatives to improve results.
• Other duties as assigned by manager.
• Maintain confidentiality and comply with policies and regulations.

Skills

Communication skills

Active listening

Organization

Prioritization

Multi-tasking

Decision making

Customer service

MS Word

MS Excel

MS PowerPoint

MS Outlook

Service order processing

Education

High school diploma or GED

Tools

MS Word

MS Excel

MS PowerPoint

MS Outlook

Service order processing systems

Job description

At Numotion, we’re on a mission to improve the lives of people with disabilities. As North America’s largest provider of mobility products and services, we deliver personalized solutions from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. We’re committed to a workforce of diverse backgrounds and experiences and to an inclusive environment shaped by open dialogue, attentive listening, and tangible, ongoing action.

JOB PURPOSE:

Receives and implements new equipment requests,determinesreimbursementeligibilityand coordinates thetimelyprovision of services. Facilitatestimelyorder movement throughNumotion’sorder processing system.

KEY RESPONSIBILITIES:

• Assistscustomers with new equipment requests, obtains demographics, enters andmaintainsaccuratedata in order processing system while progressing ordersthrough tocompletion.

• Verifies insurance/funding eligibility and benefits, communicates tocustomerstheirfinancial responsibility, obtains prescriptions and any other medical documentation necessary to obtain funding.

• Entersorders into order processing system assuring that efforts are made toaccurately and completely perform intake steps.

• Responds to customer inquiries, requests, and complaintsin a timely mannerworking with other staff members to increase customer satisfaction and turnaround times.

• Takesresponsibility to completely resolve issues withoutadditionaltransfers 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 andcomply withNumotion’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 asdeemednecessary by management.

REQUIREDQUALIFICATIONS, SKILLS,AND EXPERIENCE:

• High school diploma or general education degree (GED) or equivalent combination of experience and education.

• Minimumoneyear of customer service experience.

PREFERRED COMPETENCIES AND QUALIFICATIONS:

• Strong communicationskills, both written and verbal

• Strong listening,organizationand priority setting skills.

• Ability to work in a fast-paced environment and juggle multiple priorities.

• Ability to think quickly, assess asituationand 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 job. Reasonableaccommodationmay be made to enable individuals with disabilities to perform the essential functions.

• Frequent use of hands, wrists, fingersassociated 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. 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.