Senior Manager, Customer Service

Description

Position Summary:

Responsible for the management of customer service intake process functions within a region. Works as a liaison between all departments within the region to improve processes and efficiencies. Works with referral sources to understand their unique needs and preferences to increase their loyalty to AdaptHealth. Manages activities related to referral processing for all service lines, obtaining applicable medical documentation, collecting patient financial responsibility and accurate entry into applicable application. Responsible for following standardized referral processes and ensuring standards and metrics are met associated with timeliness and accuracy of referral entry. Ensures staff are appropriately trained and held accountable for achieving departmental standards and goals. Identifies root cause issues and works with others to improve overall processes.

Essential Functions and Job Responsibilities:

• Responsible for oversight of team.
• Identifies root cause issues with referral processes and works with others to improve overall processes.
• Collaborates with leadership in the management of retail, confirmation, or routing functions.
• Manages activities related to referral processing for all service lines, obtaining applicable medical documentation, collecting patient financial responsibility and accurate entry into applicable application.
• Creates an expectation of excellence, and improves staff performance, development, and moral, through timely, fair, and accurate performance evaluations, daily coaching, and mentoring, and or appropriate corrective action as needed.
• Responsible for the collection of patient financial responsibility.
• Assists in the achievement of company goals and objectives by encouraging and facilitation cross-departmental initiatives and cooperation.
• Ensuring phones are answered and emails are responded to in a timely manner.
• Ensuring achievement of compliance standards.
• Responsible for holding self and team members accountable.
• Responsible for contributing to the development and/or maintenance of Standard Operating Procedures that support the work of the team.
• Responsible for ensuring that the actions of the team and others support the achievement of our Patient Experience scores.
• Standardize processes and procedures between branches as much as possible and cross train on different functions.
• Ensure adherence to quality standards, deadlines, proper procedures, regulations, and correcting errors or problems.
• Resolve customer complaints or answer customers' questions regarding products or service.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Utilize reporting and data functionalities to increase output and improve assigned staff performance.
• Implement methods of identifying potential issues and errors within the department and finding solutions.
• Asses, review and offer strategic ideas to improve best business practices related to process workflow, increased production output and reducing cost, specifically associated to held revenue.
• Assist with implementation of quality improvement programs (process) to meet company policies.
• Develop and maintain working knowledge of current HME products and services offered by the company.
• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Completes assigned compliance training and other educational programs as required.
• Maintains compliant with AdaptHealth’s Compliance Program

Management/Supervision:

• Responsible for selection and hiring of qualified staff, ensuring effective on-boarding, and providing comprehensive training and regular feedback.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Establishes annual goals and objectives for the department based on the organization’s strategic goals.
• Responsible for achieving organizational performance and retention goals, including timely completion of performance evaluations.

Requirements

Education and Experience Requirements:

• Associate degree required; Bachelor’s degree preferred.
• Three (3) years of HME customer service experience, management in any industry required.
• Two (2) years of HME management experience required.

Physical Demands and Work Environment:

• Work environment may be stressful at times, as overall office ac