Lead, Customer Service Specialist

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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.

Lead, Customer Service Specialist

The Lead, Customer Service Specialist monitors and measures the team of representatives that answer incoming calls to provide services and care to patients and customers over the phone. Ensures a smooth operational flow of the department by tasking responsibilities to staff including intake, processing, and review of medical records to ensure medical necessity as well as ensuring the inbound calls have handled in a matter that reflects ideal metrics. Assists with one on one and general staff meetings including helping employees reach their goals and potential.

Job Duties:

• Serves as a subject matter expert for the Customer Service team.
• Follows through with the appropriate actions to resolve any questions generated from phone calls.
• 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.
• Develops and maintains working knowledge of current HME products and services offered by the company.
• Assists in setting and maintaining department standards set forth by manager.
• Assures employees are reaching their potential goals.
• Assists with responsibilities of one-on-one and general staff meetings.
• Assists in training and remediation as needed.
• Evaluates performance with key metrics (accuracy, call-waiting time etc.).
• Ensures consistent administration of staff compliance with all company and departmental procedures.
• Assists in the achievement of company goals and objectives by encouraging and facilitating cross-departmental initiatives and cooperation.
• Ensures the phones are answered and resolved within Department and Company metric requirements.
• Ensures achievement of the quality audit program through monitoring, coaching and continuous feedback.
• Develops employee and team goals base on the organizational goals.
• Oversees the day-to-day activities of the Customer Service team.
• Manages department budget and expenses.
• Prepares reports as needed for various departments and leadership.
• Holds self and team members accountable for meeting performance expectations.
• Develops and maintains Standard Operating Procedures that support the work of the team.
• Ensures the actions of the team and others to support the achievement of Patient Experience scores.

Competency, Skills and Abilities:

• Leadership Skills
• 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

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.