NPWT Customer Care Coordinator

InfuSystem is a growing healthcare service provider, specializing in infusion pumps and related products and services for patients in hospitals, clinics, ambulatory surgery centers, and other major service centers.  We provide direct payer rentals, pump and consumable sales, and biomedical services and repair, serving all 50 states and Canada.  Headquartered in Rochester Hills, Michigan, we have Centers of Excellence in Kansas, California, Massachusetts, Texas and Ontario, Canada.

As a leader in our field, our mission is to provide quality infusion services to patients and medical practices, including a 24‐hour clinical support hotline. Our team effort provides product management and clinical support to enhance the lives of our patients and the communities we serve. Service is always our highest priority; keeping the patients’ health & safety at the center of everything we do. 

SUMMARY:

 Under the direction of the Director of Customer Care, the Negative Pressure Wound Therapy Customer Service 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 pumps and 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 maintains existing customer files
• Qualifies new clients by reviewing patient orders and clinical notes
• Review patient paperwork to ensure it is complete and accurate
• Initiates initial call to patients to establish relationship, ensure receipt of pump and supplies
• Initiates scheduled follow up call with patient to monitor pump usage and supply needs
• Reviews records and works with wound care nurse to determine ongoing need for pump 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:

The ideal candidate must be a rigorous analytical thinker and problem solver with the following 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:

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 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