[Hiring] Operations Coordinator - Customer Success @ZOLL Medical Corporation

Role Description

The Customer Success - Operations Coordinator supports the daily execution and coordination of Customer Success Operations, including IDTF, PCP, and Employee Benefits program workflows. Reporting to the Customer Success Operations Manager, this salaried position coordinates with internal teams, field and account stakeholders, external physician offices, and patients to support accurate, timely, and efficient service delivery. The Coordinator plays a key role in maintaining workflow continuity, communicating order and account status, resolving operational issues, monitoring assigned work, and identifying opportunities to improve service quality and operational efficiency.

Primary Functions

• Supports daily operational workflows across IDTF, PCP, and Employee Benefits programs.
• Coordinates assigned work, order status, documentation, and communication to support timely and accurate service delivery.
• Serves as a key operational contact for field teams, accounts, physician offices, and internal stakeholders.
• Monitors workflow issues and exceptions and escalates significant or unresolved concerns to the Customer Success Operations Manager.
• Supports performance reporting, process standardization, and continuous-improvement activities.

Essential Functions

• Coordinate and manage Home Sleep Apnea Test (HSAT) order entry platforms and processes (New & existing - Sleepstep/CloudPAT/TENNR), ensuring order accuracy, completion, appropriate documentation, and timely status updates.
• Act as a key point of contact for field and account teams, providing timely and professional communication regarding order status, documentation needs, denials, completed reports, and other assigned operational updates.
• Maintain critical operational data, including insurance denials, incomplete documentation, order exceptions, and other program-specific information, ensuring accurate tracking and appropriate communication with accounts.
• Coordinate the distribution of Employee Benefits reports and ensure accurate and timely completion of related operational tasks.
• Address and help de-escalate customer concerns within assigned responsibilities, escalating significant or unresolved issues to the Customer Success Operations Manager as appropriate.
• Serve as a liaison with external physician offices, providing timely, professional responses and supporting resolution of documentation or order-related barriers.
• Investigate and resolve patient medical order discrepancies, delays, missing information, and other issues that may arise during the order process.
• Collaborate cross-functionally with internal teams to resolve operational issues and support established service-level expectations and service quality.
• Collect, maintain, and analyze assigned performance data and support preparation of operational reports, trends, and recommendations for the Customer Success Operations Manager and other stakeholders.
• Coordinate task assignments and monitor workflow completion as delegated by the Manager to support appropriate coverage, prioritization, and operational continuity.
• Coordinate patient-order dispensing activities within established processes and escalate exceptions or decisions outside defined guidelines to the Manager.
• Identify recurring workflow issues, manual steps, duplicate work, delays, and other opportunities for process improvement; recommend solutions to improve efficiency and service delivery.
• Support the implementation and rollout of new operational platforms, processes, workflows, and tools.
• Maintain and support standardized workflows, job aids, SOPs, tracking tools, and process documentation as assigned.
• Provide backup coverage for critical Customer Success Operations responsibilities as needed to maintain service continuity.

Performance & Reporting Expectations

• Maintain accurate operational tracking and documentation for assigned workflows.
• Support collection and reporting of operational measures such as volume, backlog, turnaround time, service-level performance, quality, rework, and escalations where applicable.
• Identify recurring trends, exceptions, and workflow barriers and communicate findings to the Customer Success – Operations Manager.
• Provide clear, concise, and professional updates regarding workflow status, issues, actions taken, and support needed.

Qualifications

• Bachelor's degree or equivalent relevant experience preferred.
• Minimum of 3-5 years of experience in program coordination, operations, project coordination, customer service, or a similar role preferred.
• Experience in healthcare, medical device, diagnostic services, or a related environment is preferred.

Knowledge, Skills and Abilities

• Strong customer-service and problem-solving skills.
• Excellent written and verbal communication skills with the ability to communicate clearly, professionally, and concisely.
• Strong organizational and prioritization skills with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• Strong data-entry and data-management skills with a high level of accuracy and attention to detail.
• Ability to work independently within established processes while collaborating effectively as part of a cross-functional team.
• Ability to recognize workflow trends, recurring issues, and opportunities for operational improvement.
• Proficiency with Salesforce and other relevant software tools used for data management, workflow tracking, and reporting.

Travel Requirements

• This position requires minimal travel, primarily for occasional meetings, training, or team collaboration.

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - Frequently

Salary and Benefits

• The annual salary for this position is: $60,000.00 to $65,000.00.
• This position is eligible for an annual bonus in accordance with the company's bonus plan.
• Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com .