AAC New Orders and Repair Coordinator

Job Details: Job Location: 1100 HATCHER LANE - COLUMBIA, TN, Education Level: High School, Salary Range: $18.00 - $20.00Hourly, Travel Percentage: Up to 25%, Job Shift: Day, Job Category: Installation - Maint - Repair,

 
Job title

AAC New Orders and Repair Coordinator

Reports to

Operations Manager

Supervises

None

Expectation of Work Hours/classification

Full-time Hourly Non-exempt

General Expectations:

Maintain regular, reliable, and predictable on-site attendance.
Comply with all applicable company policies, procedures, patient-care protocols, accreditation requirements, and government regulations.
Complete all required annual training.
Maintain current knowledge of applicable equipment, manufacturer requirements, repair procedures, and regulatory standards.
Demonstrate flexibility and willingness to assist with staffing shortages, open positions, and operational needs across the organization.
Maintain a professional, positive, and service-oriented approach when working with patients, caregivers, clinical partners, manufacturers, and coworkers.
Complete all assigned responsibilities and consistently follow tasks through to resolution.
Perform other duties as assigned.

Duties and responsibilities: 

Repair & Warranty Coordination – 50%

Oversee the organization's repair and warranty process from initial identification of an issue through completion and return of the equipment.
Troubleshoot equipment with patients via telephone, Microsoft Teams, or other appropriate communication methods to resolve issues before shipping equipment for repair whenever possible.
Coordinate the shipment of equipment to manufacturer for repair or warranty service.
Track equipment throughout the repair process and follow up with manufacturer to ensure repairs are completed in a timely manner.
Coordinate the return of repaired equipment to the appropriate patient or location.
Communicate with patients, caregivers, Speech-Language Pathologists, DME providers, manufacturers, and internal staff regarding repair and warranty status.
Handle calls and correspondence related to equipment repairs, warranties, required documentation, and manufacturer requirements.
Assist with delivery and/or training of patients and caregivers on equipment when needed.
Educate patients and caregivers on the proper use, operation, and care of applicable equipment in the home.
Report equipment hazards and product incidents in accordance with company policies, procedures, and regulatory requirements.
Maintain accurate documentation of repairs, warranty work, shipments, and related activities within the company's practice management system.
Assist with inventory management for repair parts and supplies at manufacturing and DME locations.
Coordinate repair-related purchase orders and submit required documentation to the Purchasing Manager.

New Device Purchasing & Order Coordination – 50%

Generate purchase orders for new medical device orders based on approved equipment requests.
Coordinate new device orders with manufacturers, suppliers, DME providers, and internal teams.
Obtain and verify all required paperwork and documentation needed to support billing and fulfillment of new device orders.
Track new device orders from purchase through receipt and delivery.
Communicate with patients and Speech-Language Pathologists regarding the status of new equipment orders as needed.
Receive and process purchase order documentation and ensure appropriate information is submitted to the manufacturer.
Assist with coordinating shipment of new devices to company locations or directly to patients.
Create shipping labels using web-based shipping software.
Set up, clean, bag, tag, package, and ship medical equipment in accordance with company procedures and applicable accreditation requirements.
Ensure packages arrive at their intended destination as expected.
Enter shipment and tracking information into the company's practice management software.
Follow up with patients after delivery to confirm appropriate setup, training, and understanding of the equipment.
Serve as a resource for patients when questions or equipment issues arise following delivery.

Qualifications: Experience & Qualifications include:

Experience in the home medical equipment (HME/DME) industry is preferred but not required.
Strong computer skills and the ability to learn and effectively use multiple software applications.
Excellent written and verbal communication skills.
Strong customer service and interpersonal skills.
Excellent analytical, reasoning, troubleshooting, and problem-solving abilities.
Exceptional attention to detail and organizational skills.
Ability to manage multiple priorities and effectively resume and complete tasks after interruptions.
Ability to work independently while also functioning effectively as part of a team.
Willingness to work a flexible schedule and travel between locations as needed.
 Ability to positively influence and support coworkers.
Strong commitment to helping patients, caregivers, coworkers, and business partners.
High level of initiative, energy, and professionalism while maintaining a positive attitude.
Must successfully complete the required background checks and drug screening.

Physical requirements:

Stand for extended periods of time.
Sit, walk, kneel, bend, stoop, twist, crouch, and reach with hands and arms.
Talk and hear effectively in person and by telephone.
Occasionally lift and/or move equipment weighing up to 20 pounds.
Use a computer and other electronic equipment independently and for extended periods.
Demonstrate sufficient vision abilities, including distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

This description is a summary of the functions of this position.  Other duties may be assigned as needed.  ProTech Medical LLC reserves the right to review and adjust this job description as business needs dictate.