AWC Customer Care Coordinator

AWC Customer Care CoordinatorInfuSystem 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 AWC Customer Care Coordinator is responsible for servicing assigned customer accounts, maintaining customer files, processing orders, and setting up new accounts. They will work with patients and nurses directly to ensure proper management of AWC and Ostomy supplies are maintained and will be responsible for ensuring all patient paperwork is complete and accurate. In this role, the ideal candidate will: Assign/set up new customer accounts and maintain existing customer files Qualifies new clients by reviewing patient orders and clinical notes Review patient paperwork to ensure it is complete and accurate Initiates an initial call to patients to establish relationships, ensure receipt of supplies Initiates scheduled follow up call with patients to monitor supply needs. Reviews records and works with wound care nurses to determine ongoing need for supplies when applicable. Orders home wound care supplies to be delivered to patients Monitor usage of supplies and other consumables at the account Process customer and patient orders Handle customer and patient complaints Produce and submit reports as requested by Management Process documents in fax server as required Answer phones as required Other duties as assigned Supervisory responsibilities: This position has no supervisory responsibilities The ideal candidate will have the following qualifications: Associates degree (AA) related field; or equivalent combination of education and experience. 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. Previous work experience with Negative Pressure Wound Therapy preferred 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 Knowledge of Medicare DME Guidelines is a plus. 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