MED-EL
Customer Service Coordinator – MED‑EL
Join us as a Customer Service Coordinator at MED‑EL. This full‑time, on‑site position is located in Durham, NC.
About the Company MED‑EL Corporation is a global leader in hearing implant technology and research. While headquartered in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves on innovation, bringing people the joy of sound and consistently pursuing product and process improvement. Our culture is diverse, team‑focused, and driven by a passion to support candidates, recipients, their families, and clinical partners.
About the Role Support the delivery of a world‑class customer experience by executing administrative responsibilities with efficiency, accuracy, and attention to detail. Although this role does not involve direct customer interaction, it ensures inquiries, orders, and digital channels are managed promptly and effectively, reflecting the MED‑EL brand.
Daily Responsibilities
Update staffing calendar by 9:30 AM daily and send staffing summary to Manager, copying Supervisors and Team Leads.
Administer CS General Inbox (and/or other inbound electronic/digital channel): distribute emails, act on directly handled emails, escalating those requiring senior staff, and log email volume.
Process registrations for portals (e.g., myMED‑EL).
Process electronic orders (e.g., CRM ISOM, WebShop), ensuring compatibility with the device registered under the patient.
Maintain statistics or reporting as business needs require.
Weekly Responsibilities
Support Manager CAS with reporting as needed.
Review reporting logs (including QC log) once weekly for data entry issues, alerting supervisors.
Review DocuSign for received but not handled envelopes, expiring document requests, duplicate document requests, alerting supervisors.
Monthly Responsibilities
Support Manager CAS with monthly departmental reporting as needed.
As Needed Responsibilities
Backup Operations Coordinators, handling overflow of patient intake forms to facilitate timely order processing.
Review and provide input on desk‑level instructions for this role.
Respond to requests for information from Executive Team.
Accept special projects and additional assignments as business requires.
Occasional administrative support for VP Customer Experience (e.g., booking rooms, ordering catering, ordering materials).
Position Qualifications
High school diploma or GED equivalent.
3 years of experience in medical record‑keeping, data entry or administrative work.
Ability to complete work in accordance with procedures and with urgency.
Detail‑oriented and capable of working under pressure (deadlines, audits, regulatory inspections).
Comfortable with available technology, and willing to learn new tools and processes.
Exemplifies MED‑EL values: Team Player, Valued Partner, Innovative, Performance Driven.
Good organizational skills for proper data management in a fast‑paced environment.
Ability to learn and apply MED‑EL Quality System Requirements, operational procedures, and regulatory requirements relevant to medical device companies, Medicare and Medicaid providers.
Located in Durham, NC.
What We Offer
Medical, dental, and vision coverage effective after 30 days.
401(k) match.
Health Savings Account.
Short‑term and long‑term disability paid by the company.
Company‑paid life insurance with optional additional coverage.
FSA Dependent Care.
Pet insurance.
Critical illness coverage.
Accident insurance.
Paid time off – 20 days annual, accruing each pay period; plus 40 hours Medical/Sick leave annually, pro‑rated from hire date and 9 holidays.
Employee Assistance Program.
Equal Employment Opportunity MED‑EL Corporation is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.
Salary: $44,766.00 – $71,706.00 (Durham, NC)
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About the Company MED‑EL Corporation is a global leader in hearing implant technology and research. While headquartered in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves on innovation, bringing people the joy of sound and consistently pursuing product and process improvement. Our culture is diverse, team‑focused, and driven by a passion to support candidates, recipients, their families, and clinical partners.
About the Role Support the delivery of a world‑class customer experience by executing administrative responsibilities with efficiency, accuracy, and attention to detail. Although this role does not involve direct customer interaction, it ensures inquiries, orders, and digital channels are managed promptly and effectively, reflecting the MED‑EL brand.
Daily Responsibilities
Update staffing calendar by 9:30 AM daily and send staffing summary to Manager, copying Supervisors and Team Leads.
Administer CS General Inbox (and/or other inbound electronic/digital channel): distribute emails, act on directly handled emails, escalating those requiring senior staff, and log email volume.
Process registrations for portals (e.g., myMED‑EL).
Process electronic orders (e.g., CRM ISOM, WebShop), ensuring compatibility with the device registered under the patient.
Maintain statistics or reporting as business needs require.
Weekly Responsibilities
Support Manager CAS with reporting as needed.
Review reporting logs (including QC log) once weekly for data entry issues, alerting supervisors.
Review DocuSign for received but not handled envelopes, expiring document requests, duplicate document requests, alerting supervisors.
Monthly Responsibilities
Support Manager CAS with monthly departmental reporting as needed.
As Needed Responsibilities
Backup Operations Coordinators, handling overflow of patient intake forms to facilitate timely order processing.
Review and provide input on desk‑level instructions for this role.
Respond to requests for information from Executive Team.
Accept special projects and additional assignments as business requires.
Occasional administrative support for VP Customer Experience (e.g., booking rooms, ordering catering, ordering materials).
Position Qualifications
High school diploma or GED equivalent.
3 years of experience in medical record‑keeping, data entry or administrative work.
Ability to complete work in accordance with procedures and with urgency.
Detail‑oriented and capable of working under pressure (deadlines, audits, regulatory inspections).
Comfortable with available technology, and willing to learn new tools and processes.
Exemplifies MED‑EL values: Team Player, Valued Partner, Innovative, Performance Driven.
Good organizational skills for proper data management in a fast‑paced environment.
Ability to learn and apply MED‑EL Quality System Requirements, operational procedures, and regulatory requirements relevant to medical device companies, Medicare and Medicaid providers.
Located in Durham, NC.
What We Offer
Medical, dental, and vision coverage effective after 30 days.
401(k) match.
Health Savings Account.
Short‑term and long‑term disability paid by the company.
Company‑paid life insurance with optional additional coverage.
FSA Dependent Care.
Pet insurance.
Critical illness coverage.
Accident insurance.
Paid time off – 20 days annual, accruing each pay period; plus 40 hours Medical/Sick leave annually, pro‑rated from hire date and 9 holidays.
Employee Assistance Program.
Equal Employment Opportunity MED‑EL Corporation is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.
Salary: $44,766.00 – $71,706.00 (Durham, NC)
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