The Care Coordinator (CC) provides customer service by answering incoming calls pertaining to Sleep Apnea treatments, Oxygen and other respiratory services. As necessary, contacting referral sources and customers to obtain further information to update and complete the patient file. The incumbent will carry out all responsibilities while promoting Vital Aire’s safety and quality practices.
● Answering large volume of calls in a timely manner
● Identify customer needs, clarify information, research issues and provide resolutions
● Creates and updates customer fi les for Customer Management and scheduling systems
● Maintains client confi dence and protects VitalAire operations by keeping information confi dential
● Maintains integrity of client fi le information by documenting both written and verbal correspondence
● Build and maintain professional relationships with clients, referral sources, hospitals, funding agencies and internal customers
● Responds to Sleep health and Oxygen customer service inquiries providing appropriate solution or recommendation
● Handling customer complaints; receiving and reporting incidents
● Troubleshooting Sleep Apnea and Oxygen equipment malfunction calls and where necessary escalate calls to designated Respiratory Therapist (RT)
● Conduct outbounds calls as required to complete or update client fi le
● Maintain knowledge of products, services and policies
● Supporting the business to conduct inbound and outbound sales calls to prospective clients, qualifying leads and driving business growth
● Consistently meet and exceed defi ned key performance indicators (KPIs) to drive team success and achieve core business objectives
● Performs other Customer Service related activities as required