Customer Service Manager
Current• Directly manage and supervise a team of up to 45 medical intakes, order processors, team leads, supervisors, and call center agents. • Responsible for the ongoing management, coaching, and feedback cycle of all department functions including payroll preparation and processing, departmental policies and procedures, competency standards, quality evaluations, employee hiring, onboarding, training, disciplinary actions, and annual employee performance reviews. • Define customer service workflows, assessing appropriate staffing to ensure optimal customer service – particularly as it pertains to improving order entry, tracking patient equipment, and follow-up standards with the patient, caregiver, or health plan.• Proactively identify and actively remove obstacles to delivering high levels of service to customers including developing phone, text, chat, and email best practices for faster and more efficient follow-up with patients and customers. • Serves as the main point of contact to resolve patient and customer complaints through case investigations, follow-up processes and approval of solutions aimed to meet highest standards of customer service and quality care. • Work as a team player, working through full-cycle order processing, including reviewing patient documentation, coordinating deliveries, and assisting patients and customers with questions and concerns. • Work with and across departments, including Equipment Recovery, Billing, and Operations. • Build client relationships with health plan representatives through client assessments and complex problem-solving liaising.
