Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Performance Analytics Customer Relationship Management Call Center Experience Data-Flow Analysis Performance Management Call Center Experience Expense Management Web Administration Customer Interaction Management Corporate Recruitment Employee Onboarding Root Cause Analysis Policy Development Call Center Experience Medical Record Management Medical Billing Medical Insurance Claims Medical Abbreviations Cross-Functional Collaboration

Other Skills

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Quality Assurance
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Microsoft Excel
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Multitasking
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Data Reporting
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Microsoft Office
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Coaching
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Decision Making
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Independent Thinking
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Time Management
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Analytical Thinking
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Detail Oriented
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Verbal Communication Skills
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Coaching
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Problem Solving

Roles & Responsibilities

High School diploma required; Associate degree from an accredited college preferred
Two 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
Proficient computer skills and knowledge of Microsoft Office, specifically Excel

Requirements:

Oversees the day-to-day responsibilities of the Customer Service team and ensures staff are trained and held accountable for achieving standards and goals
Monitors key performance metrics (accuracy, call-wait times) and conducts coaching and evaluation to improve processes and outcomes
Manages department budget and expenses and prepares reports for various departments and leadership
Maintains patient confidentiality, HIPAA compliance, and drives patient experience goals while overseeing staff hiring, onboarding, training, and ongoing development

Job description

Description

AdaptHealth Opportunity – Apply Today!

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, please click to apply, we would love to hear from you.

Supervisor, Customer Service

This position 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.

Job Duties:

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.

Competency, Skills and Abilities:

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:

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.

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.

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