Product Support Coordinator

Acute Wound Care is a leader in specialty wound care and compression devices for the treatment of lymphatic and venous disease. We help patients heal faster with successful outcomes with covered treatment options direct to the home. Acute Wound Care provides the highest quality compression devices and widest selection of custom sleeves manufactured in the USA. Our patient care team streamlines the order processing by working directly with referring clinicians, insurance carriers, and the patient to receive covered treatment.

Overview

As a product support coordinator, you will communicate with patients and technicians out on the field to coordinate the shipment of equipment and the scheduling of the technician setting up the equipment. In this role you will provide customer service and technical support for patients using compression device products, primarily through inbound and outbound phone calls. You will provide product support to trouble shoot functionality and place orders for product warranty and repair requests. Working directly with patients, technicians, and internal office staff, you will provide resolutions and documentation of interactions with patients. As part of the team, you will collaborate with staff to process new equipment orders and ensure the patient receives their equipment and delivery documentation for signature within one business day. You will communicate directly with the technicians to ensure they receive all the documentation needed to schedule appointments with assigned patient set ups.

Responsibilities

• Coordinate outgoing product shipments accurately
• Troubleshoot product functionality questions
• Create new warranty and repair requests for equipment
• Inventory management ensuring all items are stocked
• Processing outgoing delivery paperwork for signature requests
• Retrieving outstanding delivery documentation
• Provide professional, patient support through inbound and outbound calls
• Effectively communicate with our patients by active listening, speaking clearly using language our patients can understand.
• Reconciling monthly technician field inventory
• Obtaining measurements for custom garment orders
• Provide technical support for our medical devices
• Faxing delivery reports to ordering physicians
• Handle all additional garment or replacement garment requests
• Field incoming calls from patients and handle product service requests
• Triage patient calls to other departments as appropriate
• Log and respond to any concerns or complaints and provide resolution by end of business day.
• Update and maintain patient files with proof of delivery from shipping carrier

Qualifications

Education/Experience

Required:

• Associates or Bachelor’s degree or equivalent experience
• 3 years of customer service experience
• Previous experience utilizing problem resolution and de-escalation techniques

Preferred:

• Experience within the healthcare, medical device, and/or patient services arena

Knowledge/Skills

• Strong proficiency in Word, Excel and databases with the ability to navigate multiple systems
• Exceptional communication skills both verbal and written with the ability to communicate effectively with all different types of patients
• Strong problem solving and listening skills coupled with patience to be able to assist our patients with the questions and issues they may be experiencing
• Passionate and eager to learn new skills
• Demonstrated strong organizational skills
• Thrives in a team environment but is also self sufficient
• Curious and inquisitive
• Ability to adapt to an ever-changing environment
• Commitment to patient satisfaction

Competencies

• Compassion
• Change Agent
• Patience
• Composure
• Conflict Management
• Patient focus
• Interpersonal Savvy
• Listening
• Technical knowledge
• Problem solving

Job Type: Full-time

Pay: $39,799.68 - $42,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person