Supervisor, Customer Service

AdaptHealth is a provider of home medical equipment products and services, dedicated to improving patients' lives. They are seeking a Supervisor of Customer Service to oversee the team responsible for providing service and care to patients and customers, ensuring operational efficiency and staff accountability.

Responsibilities:

• Oversees the day-to-day responsibilities of the Customer Service team
• Ensures staff are appropriately trained and held accountable for achieving standards and goals
• Identifies root cause of issues and works with others to improve overall processes
• Develop and maintain working knowledge of current HME products and services offered by the company
• Assist with responsibilities of one on one and general staff meetings
• Assist in training and remediation as needed
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Assists in the achievement of company goals and objectives by encouraging and facilitating cross-departmental initiatives and cooperation
• Ensuring the phones are answered and resolved within Department and Company metric requirements
• Ensuring achievement of the quality audit program through monitoring, coaching and continuous feedback
• Manage department budget and expenses
• Prepare reports as needed for various departments and leadership
• Responsible for ensuring that the actions of the team and others support the achievement of our Patient Experience scores
• Maintain patient confidentiality and function within the guidelines of HIPAA
• Responsible for selection and hiring of qualified staff, ensuring an 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
• Perform other related duties as assigned

Requirements:

• High School diploma required
• Two (2) years customer service management experience required
• Strong ability to co-manage in a multi-site environment
• Independent Thinker and Decision Maker
• Strong analytical and problem-solving skills with attention to detail
• Excellent verbal and written communication
• Excellent customer service skills
• Proficient computer skills and knowledge of Microsoft Office specifically Excel
• Ability to prioritize and manage multiple projects
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction
• Associate degree from an accredited college
• Relevant experience in health care administrative, financial, insurance customer services, claims, billing, home health and/or medical terminology training