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:

As a Customer Care Coordinator, you will play a vital role in delivering exceptional customer service, ensuring accurate and timely processing of orders, and creating a positive, seamless experience for every client. Your focus will be on meeting customer needs, handling inquiries efficiently, and supporting order processing from start to finish. Join our dedicated team and make an impact with your customer service skills and attention to detail!

We provide a $500 bonus to new hires, which will be paid out after six months of employment.

Key Responsibilities:

• Customer Support: Answer incoming calls, manage faxes, and address customer inquiries promptly and professionally to ensure satisfaction.
• Order Processing: Efficiently intake new orders and process them accurately, ensuring timely delivery and customer needs are met.
• Scheduling & Coordination: Schedule evaluations and equipment adjustments with clients and referral sources to ensure all necessary steps are completed on time.
• Documentation Management: Upload and track order files for ATPs (including evaluations and document confirmations), ensuring seamless processing.
• Order Review: Collect and review necessary medical documentation such as Functional Mobility Evaluations (FME), Letters of Medical Necessity (LMN), and chart notes.
• Order Tracking: Keep the team informed of order statuses and track equipment shipments to ensure timely delivery before scheduled dates.
• Client Coordination: Communicate with clients regarding coverage details, deductibles, and any financial responsibilities, ensuring they are fully informed.
• Vendor Research: Conduct research on medical equipment and suppliers to stay updated on available options and vendors.
• Payment Processing: Collect and process out-of-pocket payments, ensuring accurate and efficient financial transactions.
• Delivery Reconciliation: Reconcile delivery information, moving completed orders to the billing department.
• Medical Documentation Support: Follow up with clients for medical documents when necessary, ensuring compliance and completeness.
• Delivery Forecasting: Provide accurate monthly delivery forecasts to help plan and track upcoming deliveries.
• Mailouts: Manage physical mailouts, including no-contact letters and copies of delivery paperwork for clients.
• Maintaining Records: Keep accurate and up-to-date contact information for doctors, therapists, and related healthcare professionals.
• Additional Duties: Perform any other related tasks as assigned to ensure smooth and efficient order processing and customer satisfaction.

Skills & Qualifications:

• Strong customer service skills with a passion for helping others.
• Detail-oriented with excellent organizational and multitasking abilities.
• Knowledge of medical equipment and healthcare processes (preferred but not required).
• Ability to work in a fast-paced environment and meet deadlines.
• Excellent communication skills, both verbal and written.
• Proficient in Microsoft Office Suite and order management software.
• Experience with medical documentation and payment processing a plus.

Leadership Behaviors:

• Urgency: Act with a sense of urgency to meet customer and team needs.
• Decisiveness: Make informed and efficient decisions that align with company goals.
• Results-Oriented: Focus on achieving tangible outcomes while maintaining high-quality service.
• Personable: Build positive relationships with clients and team members through effective communication and empathy.

Required Skills

QUALIFICATIONS, SKILLS AND EXPERIENCE:

• High School diploma/GED required. Associates degree preferred.
• Minimum three years of relevant experience in a fast-paced office environment highly preferred.
• Positive, customer-focused approach.
• Proficiency in Microsoft Office Suite.
• Ability to work in a fast-paced environment and juggle multiple priorities.
• Ability to think quickly, assess a situation and make a sound decision.
• Experience with technology for optimizing efficiency.
• Solid written and verbal communication, listening, organization and priority setting skills.

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

• Ability to meet essential functions of the position with reasonable accommodations as necessary.
• Prolonged periods of working at a desk and/or on a computer
• Ability to work overtime as needed.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short 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.