Director of Customer Experience

Handi Medical Supply, Inc; Saint Paul (MN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with match

Incentive program

Life insurance

Paid time off

Paid holidays

Long-term disability

Short-term disability

Free parking

Volunteer pay

Green initiatives

Job summary

Handi Medical Supply, Inc. is seeking a Director of Customer Experience to enrich lives by leading customer service initiatives and overseeing department performance in a full-time, in-office role in Saint Paul, MN.

The position covers ensuring deadlines, implementing training, and driving processes that improve workflows while maintaining regulatory compliance. Responsibilities include managing workload, delivering exceptional service, and collaborating with internal partners and referral

Qualifications

• Bachelor’s degree in related field; related experience may substitute.
• Seven-years related experience required.
• Knowledge of federal, state, and local health care regulations.
• Excellent time management and leadership abilities.

Responsibilities

• Ensure project deadlines and performance and productivity standards are established and met.
• Implement ongoing training for team and other departments as needed.
• Manage team workloads to ensure all tasks are completed on time and accurately.
• Develop and improve departmental workflows and operational processes and procedures.
• Act as a resource for all team members and referral sources in the practices, procedures, and policies with the scope of the position.
• Remain current with applicable accreditation, payer, state, and federal regulatory authorities that oversee the home medical equipment industry.
• Analyze daily, weekly, monthly, and quarterly reports to manage departments.
• Ensure response to concerns and complaints in a timely manner and in accordance with guidelines.

Skills

Time management

Analytical thinking

Leadership

Delegation

Education

Bachelor’s degree in related field

Job description

Handi Medical Supply is a Top Workplace and we are looking for talent who have a strong desire to live out our mission of enriching lives! If you have worked in a health care field, your skills might transfer well to this role!

Check out our career site and see what our culture is all about.

Full-time, in-office, Monday - Friday, 8:30am to 5pm, $90,000.00 - $130,000.00 / year

As the Director of Customer Experience, you will enrich lives by:

• Ensuring project deadlines and performance and productivity standards are established and met
• Implementing on-going training for team and other departments as needed
• Managing team workloads to ensure all tasks are being completed on time and accurately
• Developing and improving departmental workflows and operational processes and procedures
• Acting as a resource for all team members and referral sources in the practices, procedures, and policies with the scope of the position
• Remaining current with applicable accreditation, payer, state, and federal regulatory authorities that oversee the home medical equipment industry
• Analyzing daily, weekly, monthly, and quarterly reports to include overtime, expense ratios, and other reports to effectively manage the departments
• Ensuring response to concerns and complaints in a timely manner and in accordance with organizational guidelines
• Participating in system implementations, upgrades, and process automation projects as needed
• Delivering exceptional customer service and maintains positive, professional relationships with customers, internal partners, referral sources, and other key stakeholders

Handi was rated as a Top Work Place by the Star Tribune the last 8 years! We are thankful to our team members and are privileged to say we are a top place to work!

Supervisory Responsibilities:

• Hires, trains, and develops departmental staff and managers
• Organizes and oversees the work and schedules of departmental managers
• Establishes goals, refines strategies to achieve goals, mentors, and coaches team members
• Holds staff accountable to productivity expectations, organization policies, and best practices
• Conducts performance evaluations that are timely and constructive, providing recommendations for promotion and salary adjustment as appropriate
• Conducts regular meetings with staff to discuss goals, evaluate progress, and coach on areas of improvement in relation to goals
• Handles corrective action and termination of staff as needed and in accordance with company policy
• Plans and manages department budget and controls expenses

Candidates must meet the following requirements:

• Bachelor’s degree in related field. Related experience may substitute for the education requirement
• Seven-years related experience required
• Current knowledge of applicable federal, state, and local health care regulations
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Ability to prioritize tasks and to delegate them when appropriate

Our Mission is to Enrich Lives with respect, integrity, compassion and excellence!

Benefits include but are not limited to:

• health
• dental
• vision
• 401K plus match
• incentive program
• life insurance
• paid time off
• paid holidays
• long-term disability
• short-term disability
• free parking
• volunteer pay
• green initiatives

We are on the Green Line!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.