Patient Outreach & Care Coordinator

Patient Outreach & 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.

Under the direction of the Supervisor of AWC Customer Care, the Patient Outreach & Care Coordinator is responsible for managing assigned customer accounts, maintaining accurate customer records, processing orders, and onboarding new accounts. This role involves direct patient engagement to support the proper management of lymphedema compression devices and ensuring all patient documentation is complete, accurate, and compliant.

In this role, the ideal candidate will:

• Manage high-volume outbound patient calls to streamline onboarding and drive timely completion of required documentation.
• Review patient documentation to ensure completeness, accuracy, and compliance with organizational standards.
• Guide patients through DocuSign processes via phone, ensuring accurate and timely completion of required documentation.
• Efficiently adapt to new systems and technology platforms, including internal billing and patient management software, to support operational success.
• Assist Customer Care Coordinators with documentation follow-up to ensure timely processing of patient supplies.
• Monitor supply utilization and proactively support patient resupply needs to prevent interruptions in care.
• Prepare and submit reports as requested by management in a timely and accurate manner.
• Respond to incoming calls, providing timely and professional assistance to patients and addressing their needs.
• Crosstrain in AWC Customer Care Coordinator role (e.g., account setup, order processing, patient follow-up, and supply coordination) and provide coverage or support as business needs require.
• Provide flexible support by handling additional tasks and responsibilities as assigned.

Supervisory responsibilities: This job has no supervisory responsibilities

The ideal candidate will have the following qualifications:

• Associates degree (AA) related field; or equivalent combination of education and experience.
• Previous work experience with durable medical equipment preferred
• Ability to communicate effectively in both English and Spanish is preferred.
• 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.

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.

Comprehensive benefit package:

• 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
• Paid Parental Leave
• Employee Assistance Program
• Competitive Pay
• Direct Deposit
• Employee Referral Bonus

Qualifications

Skills

Required

Active Listening

Expert

Forward Thinking

Expert

Behaviors

Required

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Enthusiastic

Shows intense and eager enjoyment and interest

Education

Required

Associates or better.

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.