Customer Service - Patient Care Coordinator

Requisition ID: 5410
Job Title: Customer Service - Patient Care Coordinator
Job Country: United States (US)
Here at Avanos Medical, we passionately believe in three things:

• Making a difference in our products, services and offers, never ceasing to fight for groundbreaking solutions in everything we do;
• Making a difference in how we work and collaborate, constantly nurturing our nimble culture of innovation;
• Having an impact on the healthcare challenges we all face, and the lives of people and communities around the world.

At Avanos you will find an environment that strives to be independent and different, one that supports and inspires you to excel and to help change what medical devices can deliver, now and in the future.
The Avanos COVID-19 Vaccine Policy: This Policy applies to U.S. customer-facing / field-based employees & Avanos leadership: All U.S. customer-facing / field-based employees hires must be fully vaccinated against COVID-19. Proof of being fully vaccinated does not need to be disclosed until a job offer has been made but must be submitted within 48 hours after the acceptance of the job offer. If you have a qualifying medical condition or sincerely held religious belief or practice that precludes you from receiving a COVID-19 vaccine, you may apply for an exemption or deferral after you accept the job offer and before your scheduled start date. The reasonable accommodation provided to the employee, if any, will depend on the employee's job and the applicable facts, but it may include weekly COVID-19 testing and masking requirements. New hires who do not submit, before their scheduled start date, proof of being fully vaccinated or a request for a reasonable accommodation will have their job offer revoked.
Avanos is a medical device company focused on delivering clinically superior breakthrough solutions that will help patients get back to the things that matter. We are committed to creating the next generation of innovative healthcare solutions which will address our most important healthcare needs, such as reducing the use of opioids while helping patients move from surgery to recovery. Headquartered in Alpharetta, Georgia, we develop, manufacture and market recognized brands in more than 90 countries. Avanos Medical is traded on the New York Stock Exchange under the ticker symbol AVNS. For more information, visit www.avanos.com.
Patient Care Coordinator
The role
Provide Best in Class Customer Service to both internal and external customers through exceptional communication (written and verbal) skills. The Patient Care Coordinator is responsible for Game Ready Direct Program order management and other direct to patient rental orders, along with various programs that will ultimately increase sales. In this role the Patient Care Coordinator will work together with patients, Avanos sales team and other relevant internal and external parties of Avanos, to successfully process rental orders in a timely manner. Additional responsibilities include but are not limited to order extensions and inquiries, among other related activities. Reports to Patient Care Lead.
Essential Duties and Responsibilities:

• Process Game Ready Direct orders, completing all required tasks set forth for the Game Ready Direct order management process.
• Build sustainable relationships and trust with patients and sales team through open and interactive communication
• Manage large amounts of outbound and inbound calls required for order processing and follow-up.
• Verify all order information including patient demographics and other critical order information.
• Verify ICD-10 codes
• Validate prescriptions
• Provide accurate, valid, and complete information by using the right methods/tools
• Coordinate with other departments as needed for order processing.
• Consistently meet rush and non-rush order deadlines and maintain accurate notes in DME+ for all order interactions.
• Handle patient complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow Patient Care communication procedures, guidelines, and policies
• Identify and assess patient needs to achieve satisfaction
• Alert supervisor to any issues or escalations needed throughout the workday.

Qualifications
Required:

• 2+ years experience in Customer Service or direct to Patient Service
• Proven customer or patient support experience or experience as a Customer Service or Patient Services Representative
• Strong phone contact handling skills and excellent communication skills
• Ability to multi-task, prioritize, and manage time effectively
• Ability to independently problem solve and function well in a team atmosphere
• Ability to walk through processes with patients
• Thrives in fast-paced environment with the ability to adapt to change
• High school diploma

Preferred:

• Spanish (Written and verbal)
• AA degree or actively pursuing a degree
• Experience with SAP or another ERP software
• Experience in Salesforce.com or other CRM software
• Proficiency in Microsoft Outlook
• Knowledgeable in Excel
• Other Customer Service Skills (order services, logistics/shipping knowledge)
• Advanced written, verbal communication skills, and interpersonal communication skills

Avanos Medical is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law. If you are a current employee of Avanos, please apply here .
Join us at Avanos
Join us and you can make a difference in our products, solutions and our culture. Most of all, you can make a difference in the lives, people, and communities around the world.
Make your career count
Our commitment to improving the health and wellbeing of others begins with our employees - through a comprehensive and competitive range of benefits. We provide more than just a salary - our Total Rewards package encompasses everything you receive as an employee; your pay, health care benefits, retirement plans and work/life benefits.
Avanos offers a generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting.
free onsite gym | benefits on day 1 | HQ region voted 'best place to live' by USA Today