Director of Customer Experience

Handi Medical Supply•St. Paul, MN

6d•$90,000 - $130,000•Onsite

About The Position

Handi Medical Supply is seeking a Director of Customer Experience to lead departmental operations and enrich lives in support of the company’s mission. This is a full-time, in-office position, Monday through Friday, from 8:30 a.m. to 5:00 p.m., with an annual salary range of $90,000 to $130,000. The director oversees departmental performance, workflows, training, customer service, regulatory awareness, reporting, and process improvement, and manages departmental staff, managers, budgets, and expenses. The role includes hiring, training, coaching, evaluating, and holding staff accountable; organizing departmental managers’ work and schedules; setting goals and strategies; and handling corrective action or termination in accordance with company policy. The director also works with customers, internal partners, referral sources, and other stakeholders to address concerns and maintain professional relationships. Handi Medical Supply describes its mission as enriching lives with respect, integrity, compassion, and excellence. The company says it has been rated a Top Workplace by the Star Tribune for the last eight years and notes that it is located on the Green Line and has green initiatives.

Requirements

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

Nice To Haves

Experience working in a health care field may transfer well to the role.

Responsibilities

Establish and meet project deadlines and performance and productivity standards.
Implement ongoing training for the team and other departments as needed.
Manage team workloads to ensure tasks are completed on time and accurately.
Develop and improve departmental workflows, operational processes, and procedures.
Serve as a resource for team members and referral sources on practices, procedures, and policies within the scope of the position.
Stay current with applicable accreditation, payer, state, and federal regulatory authorities overseeing the home medical equipment industry.
Analyze daily, weekly, monthly, and quarterly reports, including overtime and expense ratios, to manage departments effectively.
Ensure concerns and complaints are addressed promptly and in accordance with organizational guidelines.
Participate in system implementations, upgrades, and process automation projects as needed.
Deliver exceptional customer service and maintain positive, professional relationships with customers, internal partners, referral sources, and other key stakeholders.
Hire, train, and develop departmental staff and managers.
Organize and oversee departmental managers’ work and schedules.
Establish goals, refine strategies, mentor and coach team members, and hold staff accountable to productivity expectations, policies, and best practices.
Conduct timely and constructive performance evaluations and provide recommendations for promotion and salary adjustment as appropriate.
Hold regular staff meetings to discuss goals, evaluate progress, and coach staff on areas for improvement.
Handle corrective action and termination of staff as needed and in accordance with company policy.
Plan and manage the department budget and control expenses.