Job Details

Overview

Customer Care Coordinator - Order Experience I. Category: Customer Care/Customer Service. Job Location: 9220 Kirby Drive, McAllen, Texas. This position is full-time/regular.

By joining Numotion, you will be a part of the nation's leading provider of Complex Rehabilitation Technology. Numotion helps thousands of people with individually configured, medically necessary mobility products and services, improving lives by enabling active participation in everyday life. Numotion is committed to an inclusive work environment with 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 Numotions order processing system.

Responsibilities

• Assists customers with new equipment requests, obtains demographics, enters and maintains accurate data in the 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 the order processing system, ensuring intake steps are performed accurately and completely.
• Responds to customer inquiries, requests, and complaints in a timely manner, working with other staff to increase customer satisfaction and improve turnaround times.
• Resolves issues completely without additional transfers and/or de-escalates customers whenever possible.
• Coordinates scheduling of ATPs and seating technicians for evaluations and adjustment 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.
• Utilizes Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotions mission.
• Adheres to employee or customer confidentiality and complies with Numotions policies and federal regulations.
• Provides excellent customer service for internal and external customers at all times and offers solutions for customer concerns, maintaining customer service as a top priority.
• The duties listed are not all-inclusive and may change based on organizational needs as deemed necessary by management.

Required Qualifications, Skills, and Experience

• High school diploma or 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 the durable medical equipment industry.
• Demonstration of exceptional interpersonal and problem-solving skills with customers.
• Knowledge of MS Word, Excel, PowerPoint, and Outlook.

Physical Work Requirements

• Frequent use of hands, wrists, and 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. 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 Skills: Bi-Lingual - Fluent Spanish