Administrative Services Supervisor | Atos Medical | New Berlin, WI | This position is remote but you must be commutable to our New Berlin location to assist with training and new hires when necessary.
Join us and give people a voice!
About Atos Medical
Atos Medical is a specialized medical device company and the clear market and technology leader for voice and pulmonary rehabilitation for cancer patients who have lost their voice box. We design, manufacture, and sell our entire core portfolio directly to leading institutions, health care professionals and patients. We believe everyone should have the right to speak, also after their cancer. That’s why we are committed to giving a voice to people who breathe through a stoma, with design solutions and technologies built on decades of experience and a deep understanding of our users.
In this Administrative Services Supervisor position, you’ll support Atos Medical Corporate Management by managing the Administrative Services team. This individual will ensure continued efficient operations in processing all data, by maintaining accurate department records, training staff members, and performing general duties according to corporate quality procedures.
Main job responsibilities:
- Ensure all documents received are entered accurately within 48 hours of receipt
- Manage and evaluate prescription entry process
- Manage and evaluate patient data entry process
- Review and oversee regular quality audits of staff to ensure data accuracy
- Facilitate weekly one on one meetings with applicable staff
- Facilitate one on one or group training sessions with Administrative Services team when necessary
- Facilitate monthly team meetings
- Review and approve department timecards
- Review and approve department PTO requests
- Ensure compliance with all applicable laws and regulations
- Facilitate all hiring and review process for Administrative Services team
- Improves data quality by studying, evaluating, and re-designing process; establishing and communicating metrics; monitoring and analyzing results; implementing changes
- Respond to voicemail, email, or internal customer in a timely manner
- Uphold high standards of quality in all customer interactions
- Maintain customer satisfaction through quality service, polite mannerism, educated answers and thorough follow-up
- Responsible for facilitating and monitoring the team to ensure prompt and courteous customer service.
- Represent the Company in a professional and courteous manner in all interactions with clients/patients
- Determine correct resolution to client complaints, take corrective action and monitor results
- Maintain department records according to department guidelines
- Responsible for the performance man agent of all direct reports
- Participate in Company committees/workgroups when requested
- Other duties assigned, with a positive attitude, while keeping priority of order in mind.
- Actively participate in any/all departmental meetings
Departmental Management: Including Meetings, Training, & Process Improvement
- Personally trial any and all new initiatives with customers prior to launching scripts and systems within the department.
- Identify areas of improvement, create new processes and implement with departmental feedback.
- Foster a collaborative environment with all other functional areas within Atos Medical.
- Managing individual performance and team performance through a series of standardized points of contact with each team member including but not limited to: scheduled one on one meetings, listening to and providing feedback on phone calls, morning meetings, team trainings, consistent recognition and, creating and implementing contests/incentives.
Basic Qualifications:
- HS Diploma or GED
- 3-5 years of data entry and Customer Service experience
- Exceptional customer focus and ability to work under pressure; ability to maintain awareness of, and seek to meet the needs and wants to the customer without being prompted
Preferred Qualifications:
- Bachelor Degree preferred but not required
- 1-2 years of direct people management experience
- Relevant working experience in a medical device or clinical industry
Competencies:
- Exhibits and models strong leadership skills, integrity, and reliability.
- Excellent customer service skills and professional attitude.
- Strong communication skills/phone etiquette.
- Ability to work in a team environment a must.
- Ability to manage multiple tasks, prioritize them and pay attention to detail.
- Demonstrated PC and keyboarding skills that include word processing, efficient use of internet and email, and Microsoft Office.
- Strong conflict resolution skills.
We offer:
You will be part of an ambitious work environment in which teams work together to continuously grow and develop the business. You will have great opportunities to learn and develop, and you will be offered a competitive salary package and benefits.
Atos Medical is a global leader with Swedish headquarters and more than 20 subsidiaries worldwide. We are committed to living our values: we listen – we inspire – we focus – we engage every day. We connect with stakeholders, involving them in our activities and striving to support and empower our users and each other every day. No matter whom we interact with – users, colleagues, health care professionals, business partners – respect and integrity are at the core of everything we do.
Additional benefits for Inside Sales (Customer Support) Representative:
- Flexible work schedules with summer hours
- Market-aligned pay
- 401k dollar-for-dollar matching up to 6% with immediate vesting
- Comprehensive benefit plan offers
- Flexible Spending Account (FSA)
- Health Savings Account (HSA) with employer contributions
- Life Insurance, Short-term and Long-term Disability
- Paid Paternity Leave
- Employee Assistance Program
- Wellness Resources
- Training and Development
- Tuition Reimbursement
Atos Medical, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Equal Opportunity Employer Veterans/Disabled. To request reasonable accommodation to participate in the job application, please contact 800-217-0025.
Founded in 1986, Atos Medical is the global leader in laryngectomy care as well as a leading developer and manufacturer of tracheostomy products. We are passionate about making life easier for people living with a neck stoma, and we achieve this by providing personalized care and innovative solutions through our brands Provox®, Provox Life™ and Tracoe.
We know that great customer experience involves more than first-rate product development, which is why clinical research and education of both professionals and patients are integral parts of our business.
Our roots are Swedish but today we are a global organization made up of about 1400 dedicated employees and our products are distributed to more than 90 countries. As we continue to grow, we remain committed to our purpose of improving the lives of people living with a neck stoma.
Since 2021, Atos Medical is the Voice and Respiratory Care division of Coloplast A/S
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