Customer Care Coordinator
InfuSystem Holdings, Inc., Santa Fe Springs, CA, United States
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.
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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