Director of Customer Experience
About The Position
Handi Medical Supply is seeking a Director of Customer Experience to support its mission of enriching lives. The role oversees customer experience operations, departmental workflows, team performance, training, and service quality. It also requires staying current with regulations governing the home medical equipment industry and managing departmental reporting, systems projects, and budgets. This is a full-time, in-office position, Monday through Friday, from 8:30 a.m. to 5:00 p.m. The Director hires, trains, and develops departmental staff and managers; organizes their work and schedules; sets goals and coaches staff; conducts performance evaluations; and handles corrective action or termination as needed. The role also plans and manages the department budget and controls expenses.
Requirements
- Bachelor’s degree in a related field; related experience may substitute for the education requirement.
- Seven years of related experience.
- 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 when appropriate.
Responsibilities
- Establish and ensure project deadlines and performance and productivity standards are met.
- Implement ongoing training for the team and other departments as needed.
- Manage team workloads to ensure tasks are completed accurately and on time.
- Develop and improve departmental workflows, operational processes, and procedures.
- Serve as a resource for team members and referral sources on relevant practices, procedures, and policies.
- Stay current with 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 according to organizational guidelines.
- Participate in system implementations, upgrades, and process automation projects as needed.
- Provide exceptional customer service and maintain positive, professional relationships with customers, internal partners, referral sources, and other stakeholders.
- Hire, train, and develop departmental staff and managers.
- Organize and oversee the work and schedules of departmental managers.
- Establish goals, refine strategies, and mentor and coach team members.
- Hold staff accountable to productivity expectations, organizational policies, and best practices.
- Conduct timely, constructive performance evaluations and make recommendations for promotion and salary adjustments as appropriate.
- Hold regular staff meetings to discuss goals, evaluate progress, and coach 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.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) with match
- Incentive program
- Life insurance
- Paid time off
- Paid holidays
- Long-term disability
- Short-term disability
- Free parking
- Volunteer pay
- Green initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Director
