The Customer Care Coordinator will be responsible for delivering exceptional support to both patients and healthcare providers through phone and email communication. This role combines customer service and technical support, responding to inquiries about product performance, quality, reliability, and technical issues related to hemodialysis.

The Customer Care Coordinator will also coordinate customer onboarding, processing orders, managing logistics (including machine maintenance and replacements), and addressing general inquiries from clinical staff. The role also involves troubleshooting and triaging technical issues in collaboration with the operations team to ensure timely delivery of support services.

This position requires strong interpersonal skills to effectively assist patients and clinicians and will report to the Customer Care Manager.

Key Responsibilities 

Key support functions on a day-to-day basis include but are not limited to:

• Provide as needed on-call coverage, on a rotating schedule, for weekends, outside of normal business hours, holidays, and for scheduled team/company meetings or events
• Administrative support for onboarding of new customers
• Coordinating appointments for site surveys communicating customer expectations with Field Service Engineers
• Arranging machine deliveries, installation, hot swaps and maintenance appointments
• Managing supply deliveries to customers
• Provide troubleshooting and triage support for technical inquiries
• 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 healthcare providers
• Work closely with Product Support Specialists to collaborate and provide outstanding service and support to customers
• Flexible and adaptable to the needs of customers providing agile support and service
• Proper documentation of customer complaints, inquiries, etc. within our ERP/CRM systems
• Work within Customer Care Processes and Procedures

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)
• Strong comfort level with Microsoft Excel, Word, Outlook and teams.
• Agility with changes in processes and systems
• Open to flexible working hours that fluctuate 
• Meet health, safety, and other regulatory requirements
• Impeccable attention to detail
• 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