Client Service Coordinator

Position Practice & Agency Coordinator Location Stuart, FL Duration 6 Months Contract Total Hours per Week 40.00; Mon. - Fri. 8:30AM - 5PM with OT as needed Position Purpose The Practice and Agency Coordinator supports the enhancement of Liberator Medical’s strategic market share through direct sales and relationship development with practices and other innovative referral sources such as Home Health Agencies (HHA). Primary Duties and Responsibilities Builds and maintains the relationship between Liberator Medical and targeted medical industry practices and HHA or other innovative referral sources. Utilizes the internet to collect and catalog practices and HHA (leads) for targeted outreach. Potential practices and or HHA are considered based on scope of care, accepted insurances, and ability to network with LMS. Obtains practice leads or HHA leads to contact through various sources for outreach, including Sales, Sales Support, Answering Services, Patients, and other sources, and screens leads for viability based on the same principles as web researching and mining. Provides practices and HHA the opportunity to network with Liberator through a single point of contact maintaining consistent communication. Oversees and actively participates in the full resolution of medical industry practices & HHA issues with complete accountability for follow-up to ensure practices & HHA satisfaction. Contacts dissatisfied practices & HHA to further understand and remedy source of discontent. Attempts to retain any patient accounts that may be at stake due to the dissatisfaction. Monitoring and expediting requests through IV, Approvals and Order processing as necessary. Contacting practices and HHA to obtain needed insurance or prescription information. Verifying and submitting completed documents for approval. Routinely follows up with practices and HHA to maintain good rapport. Tracks and follows up with practices & HHA directly, through previously listed steps of communication, and from other sources, regarding practices & HHA satisfaction with Liberator operations. Notifies PAC Manager on the outcome of dissatisfied practices and/or HHA: Contact results Resolution status Patient(s) status based on resolution (when applicable) Future or additional steps to be taken to ensure quality service Promotes the superiority of Liberator’s services by one or more forms of media. Direct Conversation Responding immediately to needs with services available during calls to practices or HHA. Fax or Email Sending personalized PAC promotional information and forms to practices and HHA based on needs of the facility. Physical Mail Determine what PAC promotional information (brochures, flyers, guides, catalogues) would be beneficial to the practice of HHA. Compiling information in a promotional folder and mail to practice or HHA. Samples Determine which samples would be appropriate for the patient needs by inquiring about patient demographics (Gender population, Insurance coverage, special conditions treated). Researching and selecting product solutions based on patient demographics. Ordering and packing sample shipments, including promotional information and having them shipped to practice or HHA. Utilizes Goldmine and other internal programs to track, monitor and report samples and ratio of sample to orders. Utilizes reporting information to determine opportunities to better serve practices/HHA and patients to determine next action and follow up calls. Analyzes data for efficacy of practice contacts, based on type of practice (family practice, surgical group, hospital, etc.) type of interaction (messages, faxes, samples) and relating factors (mutual patients, in-state practices, similar fields of patient care, etc.). Seeks to improve and utilize the most effective means of practice outreach, toward the progressive goals of obtaining a higher quantity of referrals and higher referral turnover rate each month. Report and Team Metrics and Reporting Duty The number of referrals that come in weekly and send them out to direct manager. Report the revenue weekly generated from the HHA sales and referrals from them. Ancillary Duties and Responsibilities Maintain a positive work atmosphere that embodies Liberator’s philosophy - Professional excellence, teamwork and integrity. Performs other duties and tasks as assigned. Reporting Relationship Responsibilities No supervisory responsibilities. Provides work direction only. Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge. Minimum Requirements or Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience High School Diploma or general education degree (GED); one to three years call center experience. Skills Ability to read, analyze, and interpret medical supply publications, technical procedures, and/or training tools. Ability to write internal and external business correspondence. Ability to effectively present information and respond to questions from management, team members, and/or customers. Math Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills. Reasoning Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Advanced analytical reasoning to include ability to forecast exponentials within work flow processes and reason against outside factors. Computer Knowledge of Microsoft Office Applications, Access or other database software. Telecommunications Ability to utilize or knowledge of call center telecommunications software. Licensure or Certifications Required No certifications required. Work Requirements Ability to work some evening shifts, weekends, and overtime as needed. 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. While performing the duties of this job, the employee is frequently required to walk, sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 lbs. 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. While performing the duties of this position, the employee performs tasks in a temperature controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions. Disclaimer The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position. The Company officers, mid-level, and entry level management staff may assign additional duties and responsibilities as needed. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by their supervisor in compliance with Federal and State Laws. #J-18808-Ljbffr