Customer Support Center Supervisor (WFH)

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage Rotech.com

Job Summary

We are seeking a dedicated Customer Support Center Supervisor to join our team. In this position, you are responsible for supervising assigned Customer Support Center (CSC) personnel to meet the goals of the department and the mission/vision statement of company while providing direction and motivation to ensure employees have the necessary tools and information to effectively perform their job.

• Work From Home after successful completion of IN OFFICE TRAINING and are meeting expectations with management approval
• Monday - Friday

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Actively supports and conducts quality assurance monitoring for all team members on a frequent and ongoing basis to ensure patient satisfaction and conformance with process requirements and quality standards, while leading initiatives to eliminate non-conformance to operational policies and procedures
• Complies with all current government/state regulations and professional standards involving patient care and information
• Conducts themselves as a role model of professionalism in the Call Center
• Develops and maintains working knowledge of current DME products and services offered by the company and all applicable insurance guidelines as it relates to eligibility for coverage and reimbursement
• Ensures subordinates adhere to defined schedules
• Identifies team and individual training needs and assists in developing plans for immediate and long-term performance improvements
• Monitors and documents employee performance results for ongoing coaching and performance appraisals to ensure they consistently meets or exceeds productivity measures
• Pro-actively solves problems and provides timely resolution to ensure minimal impact on patient and employee satisfaction
• Provides daily management of direct report employees within department
• Provides management support and leadership initiative as needed to the Call Center facility
• Receives telephone communication from referral sources and customers (including patient intake and obtaining accurate billing information)
• Works cooperatively with physicians, patients, office staff and other personnel
• Performs other duties as assigned

Employment is contingent on

• Background investigation (company-wide)
• Drug screen (when applicable for the position)
• Valid driver's license in state of residence with a clean driving record (when applicable for the position)

Required Education and/or Experience

• High school diploma or GED equivalent, required

Preferred Education and/or Experience

• Experience in a large volume call center
• Knowledge of federal payer program regulations and guidelines
• One year of related work experience, preferred
• Strong customer service in centralized contact center background, preferred
• Supervisory experience

Skills and Competencies

• Effectively communicate in English; both oral and written
• Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
• Maintain confidentiality, discretion and caution when handling sensitive information
• Multi-task along with attention to detail
• Self-motivation, organized, time-management and deductive problem solving skills
• Sense of urgency and responsiveness to physicians, location employees and patients
• Work independently and as part of a team

Machines, Equipment and Technical Abilities

• Email transmission and communication
• Internet navigation and research
• Microsoft applications; Outlook, Word and Excel
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet

Physical Demands

• Lift and carry office equipment at times
• Requires sitting, walking, standing, talking and listening; extensive hours sitting at a desk
• Requires close vision to small print on computer and/or tablet and paperwork; extensive hours working on the computer

Benefits

• Generous paid time Off and paid holidays
• Overtime pay for non-exempt hourly positions based on business needs
• Commission for Account Executives
• Fixed and variable rate car reimbursement for Area Managers and Account Executives
• Employee discount program
• Employee recognition program
• Bonus and incentive opportunities
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)
• EAP
• 401k
• Medical, Prescription, Dental and Vision
• HSA and FSA/Dependent Care FSA
• Life Insurance, Disability, Accidental death, Identity protection and Legal services
• Meru Health Mental health and Mercer SmartConnect Medicare programs
• Livongo Diabetes and High Blood Pressure programs
• Healthcare Bluebook and RX Savings solutions programs
• HEPB and TB vaccinations

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.