Supervisor, Patient Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise and assess the Patient Services representative team handling incoming calls from patients and customers.

• Manage the daily operations of the Patient Services team.

• Address inquiries arising from phone interactions.

• Train employees and ensure accountability for established standards and objectives.

• Identify underlying issues and enhance processes.

• Maintain an up-to-date understanding of current HME products and services.

• Establish and uphold departmental standards.

• Assist in conducting one-on-one and general staff meetings.

• Assess performance using key metrics, including accuracy and call-waiting time.

• Ensure adherence to company and departmental protocols.

• Promote cross-departmental initiatives and collaboration.

• Guarantee that phone inquiries are addressed and resolved within established metrics.

• Meet quality audit objectives through monitoring, coaching, and ongoing feedback.

• Set employee and team objectives that align with organizational goals.

• Prepare reports for departments and leadership.

• Develop and maintain Standard Operating Procedures.

• Support the achievement of Patient Experience scores.

• Uphold patient confidentiality in compliance with HIPAA regulations.

• Complete compliance training and educational programs.

• Perform additional related duties as assigned during and outside standard business hours.

• Select and recruit qualified staff, oversee onboarding, provide training, and offer regular feedback.

• Communicate job expectations; plan, monitor, evaluate, coach, counsel, and discipline employees.

• Establish annual departmental objectives aligned with organizational strategy.

• Attain organizational performance and retention goals, including timely performance evaluations.

⛳️ Requirements

• High School diploma is mandatory.

• An Associate degree from an accredited institution is preferred.

• A minimum of two (2) years of customer service management experience is required.

• Relevant experience in healthcare administration, finance, insurance customer service, claims, billing, home health, and/or medical terminology training is preferred.

• Direct experience in a Medicare-certified HME, Pharmacy, Diabetic, or medical supplies environment that regularly bills insurance is considered pertinent.

• Strong leadership abilities.

• Exceptional capability to co-manage in a multi-site setting.

• Independent thinker and decision-maker.

• Strong analytical and problem-solving abilities with keen attention to detail.

• Excellent verbal and written communication skills.

• Outstanding customer service abilities.

• Proficient computer skills and knowledge of Microsoft Office, particularly Excel.

• Ability to prioritize and manage multiple projects simultaneously.

• Ability to apply common sense understanding to execute written, oral, or diagrammed instructions.

• Capacity to learn new technologies and comprehend data flow within systems and system interactions.

• Ability to bend, stoop, stretch, stand, and sit for extended periods.

• Capability to lift 5 to 10 pounds periodically as required.

• Ability to perform repetitive wrist, hand, and/or finger movements due to extensive computer usage.

• Must possess a valid driver's license and be able to travel as necessary.

• Ability to work independently with minimal supervision.

• Ability to communicate with customers in an empathetic, compassionate, courteous, and respectful manner while maintaining privacy.

• Mental alertness to perform essential functions effectively.

• Willingness to work after regular business hours as required.

🏝️ Benefits

• On-call responsibilities during non-business hours in alignment with company policy.

• Compliance training and other educational programs available.

• Opportunity to engage in cross-departmental initiatives and collaboration.