Customer Care Coordinator

Customer Care Coordinator

Since our doors opened in 1989, Reliable Medical has been committed to improving the lives of all who entrust us with their care and those who we entrust to provide it. We strive to be the premier provider of complex mobility solutions and other critical services for customers seeking compassionate care and optimal outcomes. Our mission is to improve the lives of those we serve by providing best in class service to customers, education, product expertise and dedicated partnership to clinicians, and development, career satisfaction and work-life balance to our team members. We aspire to bring our mission to new communities and to reinvest our growth into improving lives, treating one another and our customers, like family.

The Customer Care Coordinator provides exemplary customer service and 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.

Essential Functions

• 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.

Qualifications and requirements

• 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 equipment is preferred.
• Knowledge of HIPAA and HQAA regulations preferred.

Competencies

• 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.

Physical Requirements

• 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.

Our Commitment to you:

• Work-Life Balance and Flexibility: Enjoy a guaranteed 40 hours per week, with no weekends required.
• Comprehensive Health Coverage: We provide excellent health, dental, and vision insurance coverage to prioritize the well-being of yourself and your family.
• Generous Paid Time Off: Maintain a healthy work-life balance with our generous PTO policy, including vacation days and paid holidays.
• Professional Development Opportunities: Grow your skills and advance your career with access to professional development opportunities including education programs, ongoing training, company sponsored workshops/events.
• Retirement Savings Plan: Prepare for your future with our 401(k) retirement savings plan, which includes company matching contributions.
• Wellness Programs: Participate in our wellness initiatives, such as wellness challenges and access to mental health resources, to support your overall well-being.
• Inclusive and Diverse Workplace: Be part of an inclusive team where everyone's contributions are valued and respected.
• Volunteer Opportunities: Additional paid time off to volunteer and support community initiatives. This benefit is known as "VTO - Volunteer Time Off".
• Employee Recognition Programs: Awards and celebrations for outstanding achievements.
• Service Awards: Recognition for long-term employees with milestone rewards.
• Parental and Childbirth Leave: Receive support and time off for parental and childbirth leave to prioritize family needs during significant life events.

At Reliable Medical, we prioritize your well-being and growth,

providing benefits that make your career journey both rewarding and fulfilling.

Join us and experience the difference!

Reliable Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

Pay Range: $19 - $22 per hour