Customer Care Coordinator - Order Experience I
Category: Customer Care/Customer Service
Job Location: 2165 Brighton Henrietta Town Line Road, Rochester, New York
Additional Locations:
6724 Thompson Road, Syracuse, New York
388 Old Niskayuna Rd. Extension, Latham, New York
2440 N AMERICA DR, West Seneca, New York
Numotion, the nation's leading provider of Complex Rehabilitation Technology, is seeking a dedicated Customer Care Coordinator - Order Experience I to join our team. This role is pivotal in assisting individuals with disabilities by providing them with medically necessary mobility products and services, thus enabling them to actively participate in everyday life.
As a Customer Care Coordinator, you will be at the forefront of maintaining Numotion's industry-leading status by delivering exceptional customer service and ensuring the smooth processing of new equipment requests. Your primary responsibilities will include receiving and implementing new equipment orders, determining reimbursement eligibility, and coordinating the timely provision of services.
You will be responsible for facilitating order movement through Numotion’s order processing system, verifying insurance and funding eligibility, and communicating financial responsibilities to customers. Additionally, you will be tasked with obtaining prescriptions and necessary medical documentation to secure funding, accurately entering orders into the system, and responding to customer inquiries, requests, and complaints in a timely manner.
You will also coordinate the scheduling of ATPs and seating technicians for evaluations and adjustments, resolve issues without additional transfers, and de-escalate customer concerns whenever possible. Meeting productivity and performance standards, participating in department initiatives for continual improvement, and adhering to Numotion's policies and federal regulations are also key aspects of the role.
This full-time, regular/at-will position is based in Rochester-BH Town Line Rd and offers an annual salary with no per diem. Numotion is committed to cultivating an inclusive work environment and offers competitive compensation packages, including medical, dental, vision insurance, disability coverage, a 401k, and life insurance.
Pay Range: $18.38 to $23.90. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case.
Required Skills:
High school diploma or GED equivalent
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
Knowledge of complex rehab equipment and products
Prior experience in the durable medical equipment industry
Exceptional interpersonal and problem-solving skills
Proficiency in MS Word, Excel, PowerPoint, and Outlook
Ability to work overtime as needed
Required Experience:
Experience in customer service roles, preferably in healthcare or related fields
Experience with insurance verification and understanding of medical documentation
Experience in order processing and data entry with a high level of accuracy
Experience in handling customer inquiries and resolving issues effectively
Experience coordinating with technical staff for scheduling evaluations and adjustments
Experience working with a diverse mix of customers and meeting their unique needs
Experience adhering to company policies, procedures, and regulatory requirements
Experience working with complex rehab equipment is highly desirable
Experience in the durable medical equipment industry is a plus
Experience working in a team-oriented, collaborative environment
Experience in using computer systems for data management and communication tools
Numotion is an equal opportunity employer and a drug-free workplace, requiring candidates to pass a drug test before employment.