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).

Client Success - Essential Functions:

Essential functions within scope for this role, but are not limited to, the following:

• 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

Minimum Qualifications:

• 2+ year 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)