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Smp Home Medical Equipment Customer Service Manager

Company

Penn Highlands Healthcare
Address , Saint Marys, 15857
Employment type FULL_TIME
Salary
Expires 2023-10-11
Posted at 9 months ago
Job Description
Overview:
Penn Highlands Healthcare has been awarded on the Forbes list of Best-in-State Employers 2022. This prestigious award is presented by Forbes and Statista Inc., the world-leading statistics portal and industry ranking provider.


AS THE CUSTOMER SERVICE MANAGER, you will be responsible for hands on customer service duties in addition to distribution and communication of all work related to Customer Service. Ensures that all customer service staff are informed, educated, and updated on company guidelines, durable medical equipment items and reimbursement issues. Promotes a consistent structured flow of daily CSR (Customer Services Representative) task routines for maximum efficiencies and promotes change positively in an ever-challenging environment.

Has duties such as but not limited to:
  • Assigns jobs by priority when needed
  • Responsible for employee performance evaluations and CSR KPI tracking
  • Monitors patient satisfaction and resolution
  • Assists in interview of candidates for customer service
  • Answer website inquiries
  • Ensures coverage at all branches
  • Refresh CSR staff with customer service training videos through TEAMS posts
  • Responsible for updating CSR staff on any company changes
  • Assigns outstanding sales orders to appropriate CSR for resolve
  • Assist CSR staff in timely order completion and coordinate delivery
  • Monitors unassigned sales orders
  • Responsible for training new CSR staff
  • Produce accurate monthly reports for Operations Manager
  • Take disciplinary action appropriately and only after consideration
  • Reviews orders for timely completion by evaluating work in progress
  • Review and approve timecards/PTO requests
  • Complies with organizational policies
Qualifications:
QUALIFICATIONS:
  • Comply with all company, state, and federal policies, laws, and regulations, including HIPPA
  • Supervisory experience, Preferred
  • Adhere to HIPAA and corporate policies
  • Comply with company policies, procedures, and compliance.
  • Report to work regular, timely and gives advanced notice to supervisor for time off
  • Excellent communications skills and detailed oriented
  • Previous customer service and Health Care experience necessary
  • Meets company minimum standard of Background Check
  • Must pass a background check
  • Maintain positive attitude and conduct yourself in a professional, ethical, and knowledgeable manner toward supervisor, patients, referral sources, co-workers, colleagues, subordinates, and members of the public: everyone
  • Comply with Company Employee Manual