Customer Care Coordinator

InfuSystem is a leading national health care service provider, facilitating outpatient care for durable medical equipment manufacturers and health care providers by delivering ambulatory pumps and supplies, along with related clinical, biomedical and billing services, to practices and patients nationwide. With a comprehensive suite of services, InfuSystem improves clinician access to quality medical equipment and promotes patient wellness and safety while reducing the overall cost of infusion care. InfuSystem offers Oncology, Pain Management and Wound Care therapies, including Negative Pressure Wound Therapy. The company’s Durable Medical Equipment (DME) Services are composed of direct payer rentals, pump and consumable sales, and biomedical services and repair, including on-site and depot services. InfuSystem provides the sale, rental, lease and associated supplies, including infusion pumps, nerve blocks for acute pain, nerve block catheters, postoperative pain pumps, central venous catheters, IV pumps, pole-mounted pumps, syringe pumps, enteral pumps, Huber needles, clean room supplies, IV extension tubing, pump tubing, ambulatory pumps, replacement pumps, disposable products, central venous access devices, closed system transfer devices, negative pressure wound therapy vacs, wound vac, and chemotherapy and oncology infusion pumps. Biomedical services include both on-site and depot preventive maintenance, repair and warranty services, ranging from equipment inspections to extensive repairs, including compression device systems, defibrillators, EKG machines, electrosurgical units, external pacemakers, humidifiers, infusion pumps, LCDs, light sources, modules, patient monitors, printers, pulse oximeters, telemetry transmitters and tourniquets – all completed to factory specifications. Headquartered in Rochester Hills, Michigan, InfuSystem delivers local, field-based customer support and operates Centers of Excellence in Michigan, Kansas, California, Massachusetts, Texas and Ontario, Canada. Summary The Customer Care Coordinator is responsible for servicing assigned customer accounts, maintaining existing customer files, processing customer orders, setting up new customers in our systems and retrieving missing documents. Hourly wage range: $21.00-$22.00 hour. Hybrid dynamic with in office days being Tuesday - Thursday. Scheduled hours are 8:00 am - 5:00, Pacific Time. Responsibilities Work with Territory Managers and Account Managers to grow and maintain territories Reduce pending paperwork, obtain clinical notes, obtain required missing documents, increase pump utilization and maintain appropriate inventory of pumps at facilities Monitor usage of supplies and other consumables (e.g., IV sets) at appropriate accounts; ensure customers are meeting applicable contractual volume commitments Communicate with field representative(s) on a daily basis Assign/set up new customer accounts and maintain existing customer files Process customer orders Process iPad orders and handle customer questions Receive, research and answer field representatives’ and customers’ inquiries and requests regarding accounts, products, rates, and services offered by the Company Direct the pick-up of pumps and assist Account Manager in obtaining paperwork Handle customer complaints Produce and submit reports as requested by Management Process documents in fax server as required Answer phones as required Able to work out of multiple applications simultaneously Have attention to detail; this is a must Be able to work in a fast-paced environment, have problem solving and critical thinking skills Other duties as assigned Supervisory Responsibilities This position has no supervisory responsibilities. Qualifications Associate’s degree (AA) related field; or equivalent combination of education and experience. Have medical terminology knowledge/background. Personal and Professional Attributes Strong work ethic Sound judgment Proven written and verbal communication skills Natural curiosity to pursue issues and increase expertise Pursue and design innovative analytical performance metrics The courage to promote and defend ideas and analyses Passionate about InfuSystem and serving customers and patients Strives to make an impact on improving our business processes and results Exemplary honesty and integrity Ability to collaborate effectively and work selflessly as part of a team Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Benefits Health plan options that include an employer contribution Health Savings Account Healthcare and Dependent Care Flexible Spending Accounts (FSA) Dental and Vision premiums covered by InfuSystem 401(k) with a specified Company Match Life Insurance, STD & LTD Employee Stock Purchase Program Tuition Assistance Generous Paid Time Off plan Employee Assistance Program Competitive Pay Direct Deposit Employee Referral Bonus Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr