This employee manages all functions as it pertains to the Customer Service, Intake, and Medical Records departments, while abiding by the procedures set forth by management.
JOB FUNCTIONS
- Designs and implements workflow processes, including accountability measures
- Actively participates in departmental interview and hiring processes
- Trains and develops an effective team
- Oversees agent workload and ensures patient management program is efficient and maximized for business performance
- Focuses and maintains performance efforts of the team on current business goals
- Works to ensure that the team is conducting their responsibilities in a professional and courteous manner
- Implements and monitors new initiatives to enhance the performance of the team and the center as a whole
- Investigates and helps resolve customer disputes and assists with resolution
- Coaches and disciplines employees in accordance with approved policy
- Must be able to communicate effectively with referral sources, patients, clinicians, executive leadership, and others responsible for key relationships
- May be required to perform on-call duties on a rotational basis with other employees in the business
Requirements:
Education
- Bachelor's Degree, Required
Work Experience
- 5 years of customer service and computer entry necessary, as well as higher level knowledge of call centers and computer systems, Required
- Minimum of 5 years in provision of respiratory products or services
- Lincare services and business systems, preferred
- 5 years leadership required, as well as supervision of management level employees, preferred
- Full Time In Office In Jacksonville, FL
Knowledge, Skills, and Abilities
- read and analyze documents such as patient orders
- effectively communicate with co-workers, employees, and customers alike
- help with the training of employees
- apply common sense understanding to carry out oral and written instructions
- understand order work flows, payor qualifications, and medical insurance billing
- work with limited supervision with primary responsibility for total operations of departments
