Client Services Coordinator

**Company Overview**

OrthoMed is the leading online retailer of off-the-shelf and custom orthopaedic braces, supports, and therapy products in Canada. We specialize in only the industry’s top brands including Breg, Bauerfeind, DonJoy, Ossur, Corflex, VQ OrthoCare and more. Our comprehensive range of products offer advanced designs that are clinically proven to improve mobility, reduce pain, and provide clients the protection they need. OrthoMed also offers on-site (home and work place) custom knee brace fittings in various cities across Canada provided by OrthoMed Product Associates.

**Position Description**

Do you have a background in healthcare and want to be a part of a team that is on the leading edge of virtual and in-home orthopaedic devices? Work with a huge variety of clients across Canada of all ages and with a range of needs and conditions. Pre and Post Surgical, Sports, Injury, and Prevention.

Our team members work every day to help Canadians across the country to find the best brace or support solution. Orthopaedic bracing for knees, feet, ankles, wrist, thumb, shoulder, back and more. Post-surgical cold therapy, and products to enhance physical performance during and after sports (compression, TENS, and more).

Working from the Company’s office in Kitchener-Waterloo, the Client Services Coordinator (CSC) works as a member of our Healthcare Team, managing product and service requests from clients received from our online store, live chat, and telephone. The CSC is responsible for ensuring that clients have an excellent experience where they receive prompt advice and attention, are matched with the right product or service, and their order is shipped out quickly. Work with clients after they receive their product to ensure that they are getting the most benefit from their product.

**Duties**
- Fielding product and service questions from clients (OrthoMed web store, live chat, Facebook, Amazon, telephone, and walk-in)
- Evaluating clients clinical needs (mobility, protection, injury, disease, surgical, and other) and ensuring that the they are matched with the most appropriate OrthoMed product or service
- Processing client orders and organizing product shipments daily
- Managing requests for product returns and exchanges
- Processing payments and refunds
- Coordinating suppliers and vendors
- Supporting Product Specialists to coordinate custom brace fittings including scheduling and billing
- Administration of client insurance quotes, insurer billing, and accounts receivable
- Management of inventory / supplies
- Assist in maintaining office equipment
- Client records management and data entry tasks
- Promoting strong relationships with referral sources and suppliers
- Some after hours (on-call) or weekend coverage will be required as part of the position
- Measuring and fitting custom braces, supports and other orthopaedic products as directed
- Other projects and duties as directed by the Manager Client Services and Operations or his designate

**Qualifications**
- Prior experience working in a health care setting such as a Physiotherapy Clinic, Orthopaedics, Bracing Store, Hospital, Home Health Care, Physician office, or similar
- Health care education / clinical qualifications: Registered Kinesiologist (or Kinesiology degree working toward registration), Orthopaedic Technologist, Registered Athletic Therapist, Physical Therapy Assistant, or similar
- Ongoing Membership in good standing with professional medical college or other regulatory body
- Excellent communication and customer service skills
- Strong organizational skills with ability to work in a busy multi-tasking environment

Pay: $40,000.00-$45,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday
- On call
- Weekends as needed

**Education**:

- Bachelor's Degree (required)

**Experience**:

- Clinical: 1 year (required)

Work Location: In person