Field Client Success Coordinator

Primary Purpose

The Client Success Coordinator is responsible for ensuring completion of sales orders for products dispensed in closets and off "SG" site locations. The Client Success Coordinator will act as a primary resource and support for the Client Success Navigators by ensuring the system accurately reflects what is being done in the field. This role will perform a variety of administrative tasks within the Client Success Department that support the overall goals providing exceptional service and creating a positive experience for clients.

The position requires driving a company van to restock client supplies at healthcare facilities (40% of working hours).

• Serve as a key point of contact for Navigators within Client Success
• Driving a company van to restock client supplies at healthcare facilities
• Make outgoing calls to Grand Pad Patients and schedule appointments by creating sales orders
• Create and confirm sales orders based on paperwork collected from various closet locations and subcontractors
• Possess an in-depth understanding of Medicare/Medi-Cal guidelines, scope of services and contracted insurances
• Create accounts, templates and schedule of visits for Navigators at respective sites/closets; manage inventory for each closet location within Brightree and ensure transfers are completed timely and accurately
• Partner with management and purchasing to ensure items needed within closets are reordered
• Provide paperwork required to Navigators in order to complete and execute sales orders (i.e. prescriptions, sleep studies, LMN) as requested
• Create and maintain site log with pertinent information (i.e. key contacts, addresses, schedule, inventory kept onsite, HCPC listings)
• Share information gathered with Manager to enhance internal processes which will result in greater client satisfaction
• Assists Customer Care with transitions of members for coverage
• Perform other duties as assigned

• 2+ years of Customer Service Experience
• High School diploma or GED (Two years college or equivalent work experience preferred)
• Must possess a valid and clean driving record
• Effective verbal and written communication skills, flexing content and style to varying audiences
• Strong relationship management and collaboration skills
  
  Excellent attention to detail
• Ability to work independently and manage multiple projects and deadlines; creative problem-solving skills
• Systems-thinking: understanding, communicating, and influencing decisions that have downstream and cross-stream impacts in the organization
• Able to operate office equipment including computers and supporting word processing, spreadsheet, and database applications. Working knowledge of Microsoft Office (i.e. Word, Excel, Outlook)