Customer Care Coordinator

Overview

Brief Description The Customer Care Coordinator provides exemplary customer service and respiratory support, working closely with customers, referral sources, and internal teams to ensure timely and accurate order processing, documentation, and assistance with medical equipment and supplies. This role requires strong organizational skills, attention to detail, and adherence to company policies and regulations, including HIPAA and HQAA.

• Manager:
  Sleep and Supplies Manager or Respiratory Manager
• Director Supervisor:
  Sleep and Supplies Manager or Respiratory Manager
• Indirect Reporting Relationship:
  Vice President of Respiratory & Supplies

• None.

• Greet customers promptly and courteously, whether in-person or by phone, ensuring quick and efficient service.
• Complete order intake and Customer Information Forms, gathering all necessary details to expedite order processing and determine payment responsibilities.
• Provide customers with accurate information on equipment usage, including safety guidelines, insurance coverage, billing practices, and delivery schedules.
• Work collaboratively with team members to address customer needs.
• Gather and organize all mandatory documentation for customer files, ensuring completeness and compliance.
• Initiate and complete paperwork for orders, develop prior authorization details, and verify funding criteria.
• Handle cash transactions accurately, following established protocols and ensuring correct tax calculations.
• Adhere to infectious disease control protocols and all HIPAA, HQAA, and compliance regulations.
• Coordinate with the service department to facilitate timely deliveries and load/unload customer vehicles as needed.
• Collaborate with referral sources to fulfill requests effectively.
• Perform additional responsibilities as assigned by management.

• Two years of customer service experience, preferably in healthcare.
• Proficient in using computers; strong organizational and communication skills; able to make independent decisions.
• Ability to interact pleasantly, patiently, and effectively with customers and referral sources.
• Familiarity with medical supplies and respiratory equipment is preferred.
• Knowledge of HIPAA and HQAA regulations preferred.

• Customer Focus:
  Consistently delivers prompt and courteous service, maintaining a customer-first approach.
• Attention to Detail:
  Accurately completes orders, paperwork, and transactions, adhering to all documentation requirements.
• Problem Solving:
  Effectively handles complex requests and coordinates with internal and external resources to resolve issues.
• Communication:
  Communicates clearly and effectively with customers, referral sources, and team members.
• Teamwork:
  Works collaboratively with various departments.

• Able to move and lift equipment as needed, load/unload customer vehicles, and maintain inventory.
• Ability to use office equipment and computer systems effectively.
• Primarily operates within a medical office or warehouse setting, adhering to safety and infectious disease control protocols.