Customer Service Coordinator

Job Summary
Comments
The Customer Service Coordinator provides effective coordination to customer service staff throughout all store locations. The coordinator provides guidance, coaching and support on day to day operations within the storefronts. This position assists customers and referral sources with purchase of equipment and supplies dispensed from this location. The Customer Service Coordinator oversees the storefront to include inventory control, insurance paperwork, invoicing, light cleaning, cash register balancing and maintain good communication with Yorhom's staff.
Essential Job Functions Title and Description
Provides effective coordination to customer service staff. Disseminates pertinent information, provides guidance, coaching and support and conducts training. Provides clear direction and delegates responsibilities to customer service staff.

Documents customer, departmental, and referral source complaints as necessary and works within Altru Home Services policy to help resolve problems.

Demonstrates an understanding of and assists the Supervisor in effectively managing the approved capital and operating budgets. Possesses knowledge of Altru Home Services affiliates, discounts and other contractual agreements.

Represents Yorhom Medical Essentials in educating our internal and external audiences. Assists customers and referral sources on the phone or on the sales floor regarding all non-clinical and non-manufacturable home medical equipment and supplies.

Functions as a resource to staff and referral sources regarding information on medical equipment and supplies, procedures, and regulatory requirements. Conducts inventory and stocking of consignment materials according to established procedures daily and ensures all required logs are completed and up-to-date.

Assures regulatory standards (i.e., Medicare, JCAHO) are followed in daily business operations. Notifies Supervisor of significant and unexpected variances.

Initiates and completes all paperwork, including admissions, sales, rentals and returns. Coordinates take home supply process for multiple out of town sites.

Demonstrates and maintains current knowledge related to trends in third party reimbursement for medical equipment and supplies as well as required documentation to meet reimbursement, quality assurance and/or legal standards and is responsible to assist billing in reconciling any billing/claim issues according to standard operating procedure.

Performs other duties as assigned or needed to meet the needs of the department/organization.

• Demonstrates understanding and follows infection control policies and procedures according to standard operating procedure.
• Maintains requirements for age specific competencies for the position and demonstrates the knowledge or principles of growth and developments and the skills necessary to provide patient/customer care/services.
• Demonstrates knowledge and understanding of and compliance with:
  • All pertinent safety, health and environmental policies, procedures and guidelines.
  • Working safely, without causing harm or risk to self, others or property.
  • The work environment safety procedures and prompt reporting of unsafe practices, procedures, accidents, injuries or other safety violations to the Leader.
  • The use of all safety equipment and personal protective equipment.

Behavior Standards

• Integrity: We will always do the right thing even when no one is watching.
• Acknowledge: We will create a welcoming, healing environment.
• Meaningful: We will provide an exceptional patient experience.
• Accountable: We will accept responsibility for our actions and behaviors.
• Listen: We will listen and seek to understand.
• Team: We will work together to deliver world-class care.
• Respect: We will treat each other with respect.
• Understand: We will seek to understand and respond genuinely.

License, Certification & Registration
Title

Credentialing Body

Timeframe When Needed

Verified By

Notes
Education & Experience
Degree/Diploma

Program of Study

Required/Preferred

Associate's

Business

Required

Experience

Required/Preferred

And/Or

A minimum of 2 years of related experience

Required
Knowledge & Skills
Title

Required/Preferred

Demonstrates the ability to effectively communicate both verbally and in written format.

Required