Customer Support Coordinator - Medical Device

Customer Support Coordinator - Medical Device

About the Role

The Customer Support Coordinator - Medical Device plays a key role in supporting medical device logistics, healthcare equipment returns, and field device recovery operations. This position is responsible for coordinating, planning, and managing the retrieval, return, and recovery of medical devices issued to customers, caregivers, and clinical professionals.

You will oversee past-due device returns, communicate with customers needing support, and utilize Salesforce, workflow tools, and healthcare data systems to improve the return process, operational efficiency, and customer experience. This role requires strong communication skills, attention to detail, and the ability to analyze workflow trends to help enhance device lifecycle management, process optimization, and program performance.

Key Responsibilities

Coordinate, schedule, and manage the retrieval and return of field-deployed medical devices and medical equipment.

Provide support to customers with past-due device returns, offering guidance and clear instructions to ensure timely retrieval.

Collaborate with internal medical services, healthcare operations, and customer support teams to improve productivity and enhance the customer experience.

Document all incoming inquiries via phone, email, chat, fax, or mail, maintaining accurate records in compliance with HIPAA and privacy regulations.

Collect, track, and maintain medical device data, customer information, and audit records to support process improvement and compliance.

Record all customer interactions, complaints, inquiries, follow-ups, and outcomes using healthcare-approved documentation standards.

Ensure compliance with HIPAA, privacy regulations, and medical data security requirements.

Demonstrate core service values : Listen, Learn, and Lead.

Analyze workflow trends and identify opportunities to improve retrieval operations, logistics workflows, and device return processes.

Recommend new procedures to enhance efficiency, customer satisfaction, and organizational performance.

Perform additional responsibilities as assigned.

Skills & Competencies

Strong customer service, communication, and call-handling skills.

Ability to conduct phone work and computer work for extended periods.

Typing speed of 40 WPM with accuracy.

Strong problem-solving skills and investigative thinking.

Ability to work independently and as part of a team.

High proficiency with computer systems, CRM platforms, Salesforce, and device-tracking tools.

Ability to learn new healthcare systems, claims processing tools, and operational platforms.

Education & Experience

Bachelor's degree preferred.

2+ years of experience in customer service, medical device support, healthcare operations, or logistics coordination.

Salesforce experience is a plus.

Why This Role Matters

This position ensures successful medical device recovery, supports equipment accessibility, and strengthens the operational efficiency of the medical device lifecycle. You will help maintain high standards of customer care, compliance, and service quality, directly impacting program success.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.