Customer Care Coordinator

Customer Care Coordinator

Improving the lives of those with chronic care diseases while providing solutions to our customers.

SuperCare Health is the leading post-acute, in-home respiratory care provider in the Western U.S. that has been serving the healthcare needs of our ever-growing patient population for nearly 50 years. We specialize in respiratory and chronic disease management, delivering innovative solutions to enhance the quality of life for our patients. Our commitment to excellence has made us a trusted partner for healthcare providers across the nation.

This is an in-person role.

The Customer Care Coordinator serves as the primary liaison between referral sources, Sales, and Customer Service, ensuring seamless order processing through e-ordering platforms while meeting service-level agreements (SLAs). This role proactively addresses order inquiries, resolves processing issues, and maintains compliance with insurance payer requirements to prevent delays. Additionally, the coordinator collaborates with Sales and Distribution teams to manage inventory availability for urgent requests and optimize service delivery. By analyzing order trends, identifying inefficiencies, and educating stakeholders on best practices, the Customer Care Coordinator drives process improvements and enhances overall customer satisfaction. This role is essential to ensuring a smooth, efficient, and customer-focused order fulfillment process. The Customer Care Coordinator will work closely with various teams to support seamless service delivery and uphold company standards for excellence.

Order Processing & Workflow Management

• Monitor and review daily tasks related to order processing through e-ordering platforms, ensuring timely completion within established Service Level Agreements (SLAs).
• Maintain up-to-date e-ordering platforms by accurately closing out completed orders and ensuring proper documentation.
• Troubleshoot and resolve order processing issues independently or in collaboration with relevant teams to minimize disruptions in service delivery.
• Prioritize and escalate urgent or complex order requests to ensure prompt resolution and avoid delays.

Customer & Stakeholder Support

• Serve as the primary point of contact for referral sources, Sales, and Customer Service teams to provide updates on order statuses, required documentation, and potential processing delays.
• Work closely with Sales and Distribution teams to proactively communicate inventory availability for urgent or high-priority requests.
• Collaborate with Customer Service and Distribution teams to prioritize patient-critical orders and ensure timely delivery.
• Address and resolve customer concerns, providing high-level service and maintaining a positive experience for all stakeholders.

Analysis, Reporting & Continuous Improvement

• Track and analyze order cancellation trends, communicating insights to Sales and referral sources to reduce service disruptions and improve processing efficiency.
• Participate in regular meetings with internal teams to review order performance, identify operational challenges, and recommend process improvements.
• Ensure all required documentation is accurate, complete, and compliant with insurance payer guidelines to minimize rejections and service delays.
• Educate referral sources and internal teams on best practices for order submission and documentation accuracy to reduce processing errors.

Operational Excellence & Compliance

• Maintain compliance with company policies, procedures, and industry regulations.
• Adhere to scheduled work hours and complete weekend assignments as needed or required.
• Perform additional duties as assigned by supervisors or management to support business operations.
• Consistently meet or exceed monthly performance goals as outlined by leadership.

This role may be a fit if you have...

• Previous experience in order processing, customer service, or healthcare-related operations preferred.
• Strong communication and interpersonal skills, with the ability to build positive relationships with internal and external stakeholders.
• Excellent problem-solving and analytical abilities to identify issues and implement effective solutions.
• Proficiency in e-ordering platforms, customer relationship management (CRM) software, and Microsoft Office Suite (Excel, Outlook, Word).
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong attention to detail, ensuring accuracy in documentation and order processing.
• Familiarity with insurance payer requirements and compliance regulations is a plus.

Experience

• 2+ year experience in healthcare
• Great Communicator
• E-Portal skills set

Benefits

• Medical
• Dental
• Vision
• Flexible Savings Account
• 401K
• Voluntary Life Insurance
• Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.

Perks

• Paid Training
• Paid Time Off
• Sick Time
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program

Any employment proposal is contingent upon satisfactory completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests

SuperCare Health is a comprehensive, post-acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes. Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients. Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to-end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program. We are uniquely structured to be a responsive and agile community provider, yet we also possess the stability and effectiveness of a large enterprise. As a thriving business, our chief focus is on what really matters: reducing hospital re-admissions, optimizing outcomes and improving the lives of patients with chronic care diseases, every day.