Manager, Customer Service

Adapt-Health-LLC; Brentwood (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

AdaptHealth is seeking a Manager, Customer Service to lead a team of representatives handling inbound calls, ensuring a great patient and customer experience, and driving department performance in Brentwood, TN.

You will oversee daily operations, resource planning, staff training, budgeting, and cross-department collaboration to optimize processes and improve patient experience scores.

Qualifications

• Associate degree from an accredited college required.
• Two years customer service management experience required.
• Healthcare administrative/claims/billing experience preferred.

Responsibilities

• Lead and develop a team of call center representatives to ensure excellent patient and customer service.
• Monitor metrics, coach staff, and drive achievement of department goals.
• Oversee staffing, budgeting, and cross-department collaboration.
• Identify root causes and implement process improvements.
• Ensure compliance with company policies and patient experience targets.

Skills

Leadership Skills

Multi-site management

Independent thinker

Analytical skills

Communication skills

Customer service orientation

Excel proficiency

Project prioritization

Technical aptitude

Education

Associate degree

Bachelor's degree

Tools

Microsoft Office

Excel

Job description

Description

At AdaptHealth we offer full-service home medical equipment products and services to empower patients to live their best lives – out of the hospital and in their homes. We are actively recruiting in your area. If you are passionate about making a profound impact on the quality of patients’ lives, we would love to hear from you.

Manager, Customer Service

Monitors and measures the team of representatives that answer incoming calls to provide service and care to patients and customers over the phone. Is ultimately responsible for providing a great experience for customers and the Call Center team. Ensuring a smooth operational flow of the department by prioritizing and developing departmental objectives. Conducting effective resource planning to maximize productivity of resources. Analyzing statistics relative to metrics set for the department.

Job Duties:

• Follows through with the appropriate actions to resolve any questions generated from phone calls
• 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
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Ensures consistent administration of staff compliance with all company and departmental procedures
• 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
• Develop employee and team goals base on the organizational goals
• Oversee the day-to-day activities of the team
• Manage department budget and expenses
• Prepare reports as needed for various departments and leadershipResponsible for training new hires according to standards and providing ongoing training as changes occur
• Responsible for holding self and team members accountable for meeting performance expectations
• Responsible for the development and/or maintenance of Standard Operating Procedures that support the work of the team
• Responsible for ensuring that the actions of the team and others support the achievement of our Patient Experience scores

Management/Supervision:

• 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
• Establishes annual goals and objectives for the department based on the organization’s strategic goals
• Responsible for achieving organizational performance and retention goals, including timely completion of performance evaluations

Competency, Skills and Abilities:

• Leadership Skills
• 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

Requirements

Minimum Job Qualifications:

• Associate degree from an accredited college required, bachelor’s degree preferred
• Two (2) years customer service management experience required
• Relevant experience in health care administrative, financial, insurance customer services, claims, billing, home health and/or medical terminology training preferred

AdaptHealth is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination.