Customer Service Representative Supervisor

Job Description

Description:

If you have compassion and the passion for helping others, then we want you to join our growing team! Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry.

Let’s start with what’s important to you. The Benefits

Medical Insurance- multiple plans to choose from

Dental & Vision Insurance

Short Term Disability & Long Term Disability Options

Life Insurance

Generous PTO plan

Paid Holidays

401K

401K match

Competitive Pay

Branch: Access Respiratory

Supervisors are responsible for the day-to-day activity and development of 5-10 representatives within a complex call center environment. In this role, you will be responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve customer service, internal processes and sales results program-wide. Supervisors conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. You will also work closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures?

Essential Duties

Lead a team of entry-level front-line customer service agents responsible for DME Order input, insurance verification, authorizations, standard written orders, communication with customers on delivery and pick up.

Work with the clinical and distribution teams coordinate DME set up, training, deliveries and other service activities.

Responsible for managing representatives that analyze prescriptions and medical records for insurance required medical necessity and related documentation.

Coordinate activities of representatives communicating with referral sources to obtain complete or missing medical records.

Track and analyze exceptions to process and implement education and quality improvement.

Oversee the accurate communication of financial responsibility to customers by representatives.

Responsible for coaching and developing reports on customer service processes and best practices.

Drive a culture of accountability, continuous improvement, and personal excellence

Directs workforce management activities and sets performance goals and objectives accordingly

Develop and maintain strategy on ensuring customer satisfaction on all service interaction

Provide team motivation and development to maximize sales opportunities

Responsible for the overall performance and productivity of direct reports

Proven ability to meet performance, efficiency, and quality assurance targets

Monitoring of individual and team results to identify and act on both positive and negative performance

Communicate key messages effectively to ensure that direct reports are informed of process changes

Provide regular feedback to representatives regarding performance wins and areas of opportunity

Work with other departments in the organization, such as sales, billing, and delivery

Determining work procedures, preparing work schedules, and expediting workflow

Responsible for hiring, coaching and terminating customer service reps

Other duties and responsibilities as assignedRequirements:

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The ideal candidate would share and understand the high-growth objectives of the company. ?This position requires an advanced degree of leadership, creative thinking, and dedication to people.? The ability to professionally represent the organization internally and client-facing is a must.? The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.

REQUIRED QUALIFICATIONS Minimum of 3-years of total DME Customer Service Experience or 1-year of?DME Customer Service or Medical Office Management Experience.

Associate degree or equivalent combination of education and relevant work experience

Exceptional interpersonal & communication skills

Strong supervisory experience including staff development

Advanced?knowledge of Microsoft Office including Outlook, Excel, and Word

Demonstrated ability to drive results through the actions of others

Superior knowledge of call center tools and technology

Possess practical conflict resolution skills (both customer and agent conflict)

Proven leader with advanced time management, planning, organizational and multitasking skills

Ability and eagerness to learn new products and system

Ability to work in a professional, fast-paced environment

Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets

Clear, concise and practical communication skills (both oral and written)

A solution-oriented and positive mindset that openly embraces change and stretches goals.

Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.

An ability to hold team members accountable for job performance

The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

PREFERRED QUALIFICATIONS:

Military, local, state or federal government experience is a plus.

Graduation from an accredited two-year or four-year college or university is a plus

Experience managing both remote and on-site reports is a plus