Job Duties :
- Oversees the day-to-day responsibilities of the DTC team.
- 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.
- Develop and maintain working knowledge of current HME products and services offered by the company.
- Assist with responsibilities of one on one and general staff meetings.
- Assist in training and remediation as needed.
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Assists in the achievement of company goals and objectives by encouraging and facilitating cross-departmental initiatives and cooperation.
- Ensuring the phones are answered and resolved within Department and Company metric requirements.
- Ensuring achievement of the quality audit program through monitoring, coaching and continuous feedback.
- Manage department budget and expenses.
- Prepare reports as needed for various departments and leadership.
- Responsible for ensuring that the actions of the team and others support the achievement of our Patient Experience scores.
- Maintain patient confidentiality and function within the guidelines of HIPAA.
- Responsible for selection and hiring of qualified staff, ensuring an effective on-boarding, and providing comprehensive training and regular feedback.
- Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees;
developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
Perform other related duties as assigned.
Competency, Skills and Abilities :
- 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.
Requirements
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.
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