Customer Service Coordinator

About the Company

MED‑EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our U.S. branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED‑EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability.

With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED‑EL, we are proud to offer a diverse, team‑focused culture driven by our passion to support candidates, recipients, their families, and clinical partners. Our Mission:
Delivering leading‑edge technology to restore hearing and empower connection.

Full‑time | Hybrid | Durham, NC

Support the delivery of a world‑class customer experience by executing administrative responsibilities with efficiency, accuracy, and attention to detail. While this role does not involve direct patient or customer interaction, it plays a vital part in ensuring inquiries, orders, and digital channels are managed promptly and effectively. Every task performed in this position reflects and reinforces the MED‑EL brand.

• Update staffing calendar by 9:30 AM daily and send staffing summary to Manager, copying Supervisors and Team Leads
• Administer CS General Inbox (and/or other inbound electronic/digital channel)
  • distribute emails to appropriate individuals / folders / queues
  • act on emails that can be handled without distribution
  • escalate emails that require a senior staff member to handle so that issues may be resolved in an expedient manner
  • log email volume
• Process registrations for portals (including but not limited to myMED‑EL)
• Process electronic orders (including, but not limited to CRM ISOM, Web Shop), ensuring that items ordered through Web Shop are compatible with the device registered under the patient
• Maintain statistics or reporting, as business needs require

• Support Manager CAS with reporting as needed
• Review reporting logs (including but not limited to QC log) once weekly for data entry issues, alerting supervisors to any problems
• Review Docu Sign for received but not handled envelopes, expiring document requests, duplicate document requests, alerting supervisors to any problems

• Support Manager CAS with monthly departmental reporting as needed

• As backup to Operations Coordinators, handle overflow of patient intake forms to facilitate timely order processing
• Provide review of, and input when updates are necessary, to desk‑level instructions for this role
• Respond to requests for information from Executive Team
• Accept special projects and additional assignments as business requires
• Occasional administrative support for VP Customer Experience, e.g. assisting with group meeting organization (booking rooms, ordering catering, ordering materials)

• High school diploma or GED equivalent
• 3 years’ experience in medical recordkeeping, data entry or administrative experience
• Ability to complete work in accordance with procedures
• Detail‑oriented, works with urgency
• Ability to utilize available technology and learn new tools and processes as they are introduced
• Approaches work with behaviors and communications that exemplify the MED‑EL values:
  Team Player, Valued Partner, Innovative and Performance Driven
• Good organizational skills, necessary to ensure proper data management and high performance in a fast‑paced environment
• Ability to learn and carry out applicable MED‑EL Quality System Requirements, detailed operational procedures and various regulatory requirements relevant for medical device companies, Medicare and Medicaid Providers
• Ability to perform under pressure, including time‑pressure/deadlines, quality audits and various regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc.
• Located…