Supervisor - Customer Service

5 days ago

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AdaptHealth

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AdaptHealth is a company that provides healthcare solutions with a focus on respiratory health, sleep health, diabetes health, and wellness at home. With a network of 671 locations in 47 states, AdaptHealth delivers 38,225 home medical supplies each day and holds 2,825 insurance contracts. The company is dedicated to empowering patients to live their best lives, offering products and services such as CPAP machines, oxygen supplies, diabetes supplies, and a variety of medical equipment. AdaptHealth is highly rated by its customers for fast, reliable, and courteous service. They emphasize patient care solutions that integrate seamlessly into daily life, supported by online support and fast shipping services. Their mission is to change lives by providing the necessary healthcare tools to patients nationwide.

10,000+ employees

Founded 2019

⚕️ Healthcare Insurance

🧘 Wellness

📋 Description

• Monitors and measures the team of representatives that answer incoming calls to provide service and care to patients and customers over the phone. • Ensuring a smooth operational flow of the department by tasking responsibilities to staff including intake, processing, and review of medical records. • 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, • Associate degree from an accredited college 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.