Customer Service, Manager (Multi-Disciplinary)

Description

Responsibilities:

· Quality – Completion of work without error, customer satisfaction, and communication within the department by holding regular department meetings.

· Productivity – Streamline work processes in the department. Eliminate waste and redundancy while improving productivity. Monitor department productivity and clearly articulate what the expectations of the position are with the staff.

· Human Development – Establish performance metrics to evaluate staff. Provides feedback, recognition, and praise to staff. Provides opportunities to staff to help them reach their highest potential. Takes responsibility for own professional growth. Responsible for selection and hiring of qualified staff, ensuring an effective on-boarding, and providing comprehensive training and regular feedback.

· Resolve any customer complaints in a friendly, courteous manner. Advise direct report of any serious complaints and incidents.

· Maintain a safe environment for both patients and employees. 

· Understood the roles of the Customer Service Associate, Customer Service Associate II, and/or Lead/Supervisor within the department. Help to monitor and ensure that these individuals are carrying out their perspective roles.

· Act as a role model for peers by striving for excellence, displaying a positive attitude, and actively support the team concept. 

· Understand and practice the rules regarding patient confidentiality, HIPAA and compliance, and safety. Adhere to all state and federally mandated standards regarding confidentiality and patient rights.

· Keep ahead of industry’s development and apply best practices to areas of improvement.

· Perform other duties as required.

 Covered Groups:

• Respiratory Customer Service
• Scheduling
• Repair Customer Service
• Resupply
• SNAP Resupply

Requirements

Qualifications:

· Three (3) years’ experience in the Healthcare field, preferably in home care or durable medical equipment.

· Two (2) years’ experience in a leadership role.

· Must possess good organizational and time management skills.

· Basic Math and Keyboard Proficiency. Functional skills on a PC.

· Associate degree (Bachelor’s degree preferred) in a related field or equivalent job experience.

· Ability to manage different people to bring out strengths. Ability to deal patiently and effectively with customers and staff.