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 filesQualifies new clients by reviewing patient orders and clinical notesReview patient paperwork to ensure it is complete and accurateInitiates an initial call to patients to establish relationships, ensure receipt of suppliesInitiates 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 patientsMonitor usage of supplies and other consumables at the accountProcess customer and patient ordersHandle customer and patient complaintsProduce and submit reports as requested by ManagementProcess documents in fax server as requiredAnswer phones as requiredOther duties as assignedSpanish/English bilingual skills may be required for designated incumbents to support Spanish-speaking patients.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 preferredThe ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes:Strong work ethicSound judgmentProven written and verbal communication skillsNatural curiosity to pursue issues and increase expertisePursue and design innovative analytical performance metricsThe courage to promote and defend ideas and analysesPassionate about InfuSystem and serving customers and patientsStrives to make an impact on improving our business processes and resultsExemplary honesty and integrityAbility to collaborate effectively and work selflessly as part of a teamKnowledge of Medicare DME Guidelines is a plus.At InfuSystem, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer perks and programs that help you grow in your career and make InfuSystem a great place to work!Health plan options that include an employer contributionHealth Savings AccountHealthcare and Dependent Care Flexible Spending Accounts (FSA)Dental and Vision premiums covered by InfuSystem401(k) with a specified Company MatchLife Insurance, STD & LTDEmployee Stock Purchase ProgramTuition AssistanceGenerous Paid Time Off planPaid Parental LeaveEmployee Assistance ProgramCompetitive PayDirect DepositEmployee Referral BonusRequired Skills:Active Listening: ExpertForward Thinking: ExpertRequired Behaviors:Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done wellEnthusiastic: Shows intense and eager enjoyment and interestRequired Education: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.