Re-Order Specialist, Wellspect HealthCare

Job Summary:

The Re-Order Specialist is responsible for delivering exceptional customer service by efficiently processing orders received via phone, email, mail, or electronic data interchange (EDI). This role serves as a primary point of contact for re-ordering customers, addressing inquiries, resolving complaints, and ensuring that all requests are handled promptly, accurately, and professionally to support a positive customer experience.

Working under general supervision, the Customer Care Specialist collaborates with cross-functional teams to ensure seamless order fulfillment and issue resolution. This role requires adherence to all company policies and procedures, with particular accountability for maintaining standards related to Quality, Safety, Health, and Environment (SHE).

This position is critical in maintaining strong customer relationships, supporting operational efficiency, and upholding the company’s commitment to service excellence and compliance.

Responsibilities:

• Serves as the primary point of contact for re-ordering customers by responding to inquiries and requests regarding accounts, products, repairs, pricing, promotions, terms, and services.
• Processes customer orders accurately and efficiently across multiple channels, including phone, email, mail, and EDI, while handling payments, acknowledgements, shipment tracking, and invoice explanations.
• Meets or exceeds monthly departmental sales goals as established by Call Center Ops management
• Handles client calls through proactive call scheduling, timely follow-up, and consistent coordination
• Maintains high attention to detail throughout daily tasks and projects including accurate notation and details of each customer account to ensure proper and timely follow up
• Maintains departmental call volume requirements of calls per day to include inbound and outbound calls
• Articulates the features and benefits of Urology, Bowel Management and ancillary product lines offered to include knowledge of all aspects of use and maintenance of medical supply equipment
• Maintains minimum on-call time of 65% or higher
• Provides customers with clear, accurate information regarding coverage and eligibility, as provided by the insurance verification team.
• Facilitates communication to end users, , ensuring seamless coordination of care and service.
• Resolves customer inquiries, complaints, and escalated issues in a timely and professional manner, ensuring satisfactory closure and customer retention.
• Collaborates with internal teams—including Sales, Billing, Logistics, and Supply Chain—to ensure accurate order fulfillment and issue resolution.
• Ensures compliance with all company policies, procedures, and standards, particularly those related to Quality, Safety, Health, and Environment (SHE).
• Monitors customer trends, recurring issues, and process gaps, escalating findings to management and recommending process improvements.
• Supports special projects, system enhancements, and continuous improvement initiatives as assigned.
• Represents the company with professionalism and integrity, fostering trust and reinforcing the organization’s reputation for service excellence.
• Complies with company and departmental policies and administrative requirements
• Performs other duties as assigned or as needed

Education: High school diploma or equivalent required; Associates or Bachelor’s degree in business, healthcare administration, or a related field preferred

Years and Type of Experience:

• 2(+) years of customer service, order management, or call center experience (preferably in healthcare, medical devices, or a regulated industry).
• Experience with Bright tree and Salesforce highly desirable
• Knowledge of Medical Terminology a plus
• DME (Durable Medical Equipment) customer service or billing experience a plus

Key Skills, Knowledge & Capabilities:

• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, Excel), instructional software, CRM systems and reporting tools.
• Strong verbal and written communication skills with a professional, customer-focused approach.
• Ability to remain composed in challenging situations while demonstrating strong problem-solving skills.
• Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Self-motivated and accountable, with the ability to work independently and maintain accuracy and compliance.
• Collaborative team player who demonstrates adaptability, professionalism, and a commitment to exceptional customer service.

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