Who we are:

IHCS provides an Integrated Delivery System in the home setting, which includes, DME, Respiratory, Home Health and Home Infusion services. IHCS has a select network of Medicare and/or Medicaid Certified and Accredited providers to respond to the needs of our patients – 24/7. We operate with the sole intent of providing the highest quality in-home care services that improve and enhance the daily living for our patients, where our patients are #1

Our delivery model is trusted by national Managed Care Organizations (MCOs), physicians and patients, positioned with over two decades of expertise as the market leader in value-based Home Health, Durable Medical Equipment, and Home Infusion Services. We currently serve over 2 million lives throughout the nation and the Commonwealth of Puerto Rico.

Join our team as we strive for excellence through teamwork delivering high quality care to our patients through Exceptional Customer Service, Proven Outcomes, and Seamless Care.

Offering a competitive compensation package, including but not limited to;

• Medical, Vision, Dental, Short- and Long-term insurance
• 6 Days of Holidays Pay
• 17 days of PTO
• Employer paid life insurance
• 401K with employer contribution
• Wellness program with reward incentives
• Employee recognition and reward programs
• Comprehensive paid training program

Job Summary:

Responsible for overseeing Customer Service Operations and additional departmental operations; includes the planning, coordination, implementation, analysis and management of processes to ensure the performance and quality standards for the department are met. Responsible for establishing and implementing departmental goals and objectives that are in compliance with the corporate policies and client service level agreements.

ESSENTIAL FUNCTIONS:

 Key duties / responsibilities / accountabilities

• Provides general direction and guidance of staff in all areas of customer service operations and call center operations.
• Responsible for compliance relating to customer service functions.
• Ensures appropriate staffing levels for customer service and administrative functions.
• Ensure that phone calls and correspondence are answered in a prompt, accurate and friendly manner.
• Maintain a professional attitude among department employees while dealing with customers.
• Responsible for forecasting levels of activity and call cycles.
• Conduct thorough interviews of potential candidates to ensure quality hiring and employee retention.
• Hires, oversees and ensures training needs are met of all Customer Service staff.
• Provides ongoing development of Customer Service staff and identifies opportunities for improvement. This is accomplished through monthly 1:1’s, auditing of calls/documentation, analyzing trends, and implementing action plans to improve processes and performance.
• Estimates activity levels and establishes work schedules and assignments.
• Develops organizational policies and ensures adherence to all department procedures.
• Evaluates the performance of Customer Service Representatives against performance standards set by the client as well as IHCS. 
• Supervise the daily performance of Customer Service employees to ensure superior customer service standards are maintained.
• Manage staff to existing department performance expectations; maintain consistent lines of communication, both oral and written, with employees to understand the importance of providing patient care and great customer skills.
• Perform real-time monitoring of multiple call queues to maintain appropriate service levels; making staffing adjustments as needed throughout the business day using call center monitoring software (Avaya, CMS).
• Respond to both oral and written escalated concerns.
• Develop synergies between Customer Service and other business units to improve the overall efficiency and effectiveness of the company.
• Assists to develop operational reports related to customer service productivity.

Non -essential duties

• Provides prompt, courteous and excellent service to internal and external customers at all times. This includes an obligation to actively cooperate and interact with other departments to advance the overall interest of IHCS.
• Promptly shares reliable and complete information to others who need it.
• Demonstrates effective communication and attention skills and use of appropriate lines of authority.
• Provides input to improve operational efficiencies.
• Attends or is responsible for information given at meetings and through other organizational channels
• Keeps current by practicing a good communication system.
• Maintains appropriate organizational confidentiality.
• Other duties as assigned.

What will you come with:

• Minimum of five (5) years of leadership experience with customer service call center and/or comparable operations setting.
• Working knowledge of the health care industry.
• Strong Computer skills; Word, Excel, PowerPoint preferred.
• Ability to set priorities while managing multiple tasks.
• Detail oriented with excellent organizational skills.
• Project management experience.
• Proven decision-making skills.
• Ability to analyze operational trends and address areas of opportunity.
• Excellent verbal and written communication skills. Ability to compose effective and accurate correspondence with internal and external customers
• Excellent time management and organizational skills with the ability to handle multiple projects, meet established deadlines and change as business needs require.
• Outstanding interpersonal, customer service, communication and leadership skills with the ability to work independently as well as part of a team.
• Ability to analyze processes and implement innovative ideas to improve efficiencies.
• Strong team building, effective leadership skills.
• Proficient in Microsoft Office programs in a working environment with intermediate to advanced skills and understanding of these programs
• Strong analytical skills
• Professional written and verbal communication skills, with the ability to easily and effectively communicate with staff
• Required to uphold the principles of compliance as outlined in the Code of Conduct, Employee Handbook and related policies and procedures. Supports and participates in the mandatory Corporate Compliance Program training initiative on an annual or more frequent basis, as required.

Join our team as we strive for excellence through teamwork, where our patients are #1!

IHCS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.