Customer Care Coordinator (Patient Care)

Remote / Hybrid working

5pm - 1am Mon - Fri

The Customer Care Coordinator will be responsible for support of clinics and home patients, which will include fulfilment of orders, organising logistics as well as coordinating: home installations, machine maintenance and hot swaps as well as handling general queries from patients and clinic staff.

The Customer Care Coordinator will also work with operations for the delivery of logistics and technical services relative to the customer care function, assist clinics & patients with troubleshooting and triaging technical enquiries. The Customer Care Coordinator will report to the Customer Care Manager or Associate Director, Global Customer Success.

Responsibilities

• Prescription management (receipt and execution for ordering) and documentation throughout the patient journey.
• Administrative and supporting of onboarding of new clinics and patients.
• Coordinating appointment for home site surveys communicating patient expectations with Field Service Engineers.
• Arranging machine deliveries, installation, hot swaps and maintenance appointments.
• Managing consumable deliveries to patients.

• Provide basic troubleshooting and triage support for technical enquiries.
• Respond to unforeseen demands and adapt to changing requirements or responsibilities and escalate complex issues where required.
• Timely coordination of review and resolution of customer complaints.
• Arrange logistic and technical support processes with external and internal teams.
• Maintaining excellent relationships with all customers, patients and their caregivers.

• Work closely with Product Support Specialists to collaborate and provide outstanding service and support to customers and patients.
• Flexible and adaptable to the needs of customers and patients, providing agile support and service.
• Work within Customer Care Processes and Procedures
• Ensure any targets set for the business relating to QMS KPI’s are monitored and met where appropriate (e.g. NC, CAPA, complaints resolution, self-training etc.).

Requirements / Qualifications

• 2-year college/University degree preferred
• Patient-facing health care and medical industry experience
• Experience in a customer service environment
• Experience in dealing with complex requests and driving process improvements

• Outstanding organizational skills and the ability to focus on more than one task at one time
• Preferred experience with speaking to customers over the phone
• An understanding of General Data Protection Regulation (GDPR) or The Health Insurance Portability and Accountability Act of 1996 (HIPAA)
• Intermediate level knowledge of Microsoft Excel, Word, Outlook and teams
• Agility with changes in processes and systems

• Ideally be flexible with working hours
• Meet health, safety, and other regulatory requirements
• Able to work productively in a pressurized environment
• Ethical and trustworthy
• Excellent analytical, interpersonal, and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner to home patients and hospital staff

• Resourceful and able to work independently
• Strong time-management skills
• Decision making, problem resolution, and creative thinking skills
• Required to work during some public holidays, as per rota requirements
• This is a hybrid working role