Customer Service Coordinator, PCO

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🔥 0 minutes ago

🏖️ New Jersey, Pennsylvania, +1 more states – Remote

🏖️ New Jersey – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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Dragonfly Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🏥 Healthcare

☁️ SaaS

💊 Pharmaceuticals

💰 Secondary market on 2021-12

Healthcare • SaaS • Pharmaceuticals

<Dragonfly Health> is a care-at-home data, technology, and service platform that integrates durable medical equipment (DME) and pharmacy solutions. Formed from StateServ and Delta Care Rx, Dragonfly Health operates a 50-state provider network focused on hospice and post-acute care, using advanced technology and business intelligence to orchestrate orders, deliveries, and improve operational efficiency and patient satisfaction.

📋 Description

• Collaborate with Account Management and organizational leaders to support responsive client issue resolution • Monitor assigned case queues and ensure cases are addressed within Customer Service or routed to the appropriate department • Review and update open Salesforce cases, thoroughly research issues, and communicate resolutions • Research quality issues, identify root causes, and determine corrective or preventive actions using PCO workflows and internal systems • Ensure accuracy of documentation and reports submitted to customers and leadership teams • Communicate status updates on outstanding issues and escalate matters exceeding turnaround time goals • Escalate issues, concerns, or observations that may impact customer relationships to Patient Care Operations leadership • Monitor incoming client requests by email or telephone and provide appropriate resolutions • Perform other duties as assigned

🎯 Requirements

• High School Diploma or equivalent required • CPhT preferred • 1+ years’ customer service experience preferred • Salesforce experience preferred • Working knowledge of Enclara Pharmacia systems preferred • Exceptional attention to detail and accuracy • Ability to prioritize and manage multiple tasks in a dynamic, fast-paced team environment • Strong interpersonal, verbal, and written communication skills • Ability to problem-solve, escalate when necessary, and meet established deadlines • Proactively identifies issues, drives problem resolution, and takes ownership of results • Ability to engage stakeholders on behalf of clients and lead efforts toward strong performance results • Strong self-motivation and ability to work independently with minimal guidance • Strong customer service skills and polished, professional demeanor • Intermediate proficiency in Microsoft Excel, Outlook, and Word • Ability to comply with applicable privacy, security, and safety policies • Ability to sit or stand for prolonged periods of 7–10 hours per day • Occasional ability to stoop, bend, or walk throughout the day • May require lifting up to 25 pounds occasionally • Adequate vision to read fine print, including close vision, color vision, and focus adjustment • Ability to hear and respond to normal voice conversations

🏖️ Benefits

• Full-time remote work arrangement • Very limited local travel may be entailed to attend training or conferences • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions