AAC New Orders and Repair Coordinator

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.