Lead Customer Service Delivery Tech - Home Medical Equipment - Youngstown Market

Bon Secours Mercy Health•Youngstown, OH

6d•Onsite

About The Position

The Lead Customer Service Tech coordinates daily delivery operations and serves as the primary contact for the delivery associates, addresses daily operational issues, and facilitates efficient delivery operations. They are responsible for implementing projects that improve delivery technician labor utilization, enhance delivery timeliness, and improve customer service/satisfaction. They also comply with regulatory guidelines and abides by departmental policies and procedures.

Requirements

Valid state driver's license
High School Diploma or GED
1 year experience in delivery and customer service

Nice To Haves

home medical equipment deliveries
cost steward
communication
problem solving
cost reduction
customer service
implementation of projects
new associate orientation
instructional relationship building
equipment cleaning
equipment maintenance
vehicle inspections
safety infection/control policies
policies and procedures
teamwork
detail oriented

Responsibilities

Routes and coordinates all home medical equipment deliveries and pick-ups in a manner to best steward delivery technician labor hours, minimizing tech overtime.
Serves as the primary contact of the delivery associates. Receives concerns and suggestions, communicates issues, and variances to the Mercy Health Home Medical Equipment Supervisor and assists with the resolution of identified issues.
Analyzes delivery operations and provides suggestions to improve delivery efficiency, minimize driver hours and overtime, reduce equipment costs, and improve customer satisfaction.
Participates in the development and leads in the implementation of projects and assignments that impact the home medical equipment delivery operations.
Actively participates in new associate orientation.
Performs deliveries, pick-ups, and exchanges of home medical equipment.
Provides for patient and/or caregiver equipment instruction.
Ensures equipment is appropriate for patient use and patient can use the equipment.
Assesses the home environment to identify problems, needs, and discusses safety issues with patients/caregivers.
Cleans, disinfects, and maintains home medical equipment, cleans and restocks company delivery fleet, cleans warehouse, and organizes stock inventory and shelves.
Performs equipment clean and checks.
Completes all required paperwork by the organization and regulatory required forms (e.g., route sheets, HazMat, analyzer logs, delivery tickets, and patient set-up forms).
Performs daily vehicle inspections and completes logs. Reports any vehicle problems to the Supervisor.
Adheres to the safety infection/control policies and procedures of the organization and reports potential safety/infection control issues.