Manager, Customer Service
About The Position
This employee is the voice of the organization and is the primary resource for patients and physicians to obtain information and answers to questions. This employee monitors performance and productivity metrics for the Centralized Patient Service Staff which oversees specific department payor or product order processing, and inbound phones. Ensures that payer contractual requirements are met, sales efforts are supported through exceptional customer service, and revenue is payable. Direct, evaluate, and monitor the center implementation of operational standards, resulting in effective customer services and coordination of care, including Admission Guidelines, Special Payer Guidelines, and Clinical/Product requests. Effectively guides, directs, mentors, and counsels staff as appropriate to facilitate their professional development. Serve as educator and mentor to company and Patient Service staff on reimbursement policies and procedures. Provide and/or participate with the provision of consultation and in servicing to potential or existing referral sources, contract agencies, and other health care organizations as required. Accountable for center compliance with professional, regulatory, and governmental standards of care.
Requirements
- Bachelor's Degree or a minimum of 2-3 years progressive lead/supervisory experience
- Solid knowledge of and recent experience with inbound call center services, insurance guidelines, and reimbursement practices
- Working knowledge of MicroSoft Office, Word, Excel, and PowerPoint
Nice To Haves
- Home health care industry experience preferred
- Previous supervisory/management experience preferred
Responsibilities
- Manages team of employees
- Responsible for the overall direction, coordination, and evaluation of these units
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding, and disciplining employees, addressing complaints, and resolving problems
- Ensures that payer contractual requirements are met, sales efforts are supported through exceptional customer service, and revenue is payable
- Direct, evaluate, and monitor the center implementation of operational standards, resulting in effective customer services and coordination of care, including Admission Guidelines, Special Payer Guidelines, and Clinical/Product requests
- Effectively guides, directs, mentors, and counsels staff as appropriate to facilitate their professional development
- Serve as educator and mentor to company and Patient Service staff on reimbursement policies and procedures
- Provide and/or participate with the provision of consultation and in servicing to potential or existing referral sources, contract agencies, and other health care organizations as required
- Accountable for center compliance with professional, regulatory, and governmental standards of care
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
