Essential Duties and Responsibilities

• Motivate, lead, coach and develop employees in the successful processing of orders and patient satisfaction. Measures, documents and communicates employee competencies, capacity and performance.
• Develop, implement and manage the intake and documentation requirements for the company’s core sleep product lines that align with payer requirements and state and federal guidelines.
• Insure timely and courteous communications to referrals and patients about payor requirements and status of orders.
• Works directly with the sales team for optimal patient and referral communications about orders and escalation of issues.
• Directly assist patients and referrals with order issues and concerns.
• Work directly with the Sleep Operations Management team to form strategies for growth in revenues, profitability and company brand.
• Execute and report to management the monthly team KPI’s.
• Handle all employee requests, issues and incidents as a priority and with discretion.
• Assist with other leadership and team duties as necessary.

Requirements

The Customer Service Supervisor should have significant experience with insurance requirements for payors such as Medicare, Medicaid and commercial plans related to the treatment of obstructive sleep apnea and COPD through PAP therapy. He / She also requires the ability to maintain effective relationships with referrals and clients. He/she should have general knowledge of business operations including basic HR principles, profit and loss and be able to problem solve. Must be able to delegate, plan, organize and communicate proficiently. The Customer Service Supervisor exhibits the ability to manage conflict, be adaptable and have a high stress tolerance. He/she can lead, influence and make decisions independently.

Performance Expectations

The Customer Service Supervisor will be responsible for the general operation management and financial performance of the sleep intake and customer service team.

Education and Experience Requirements

Minimum of high school diploma. Preferably to have higher education. Minimum of two (2) years’ experience in sleep therapy / DME. Two- (2) years’ experience in management or supervisory capacity required.

Skills

Must possess a high level of skill in management principles. Must have good interpersonal relationship skills in dealing with clients, patients and employees. Must exhibit strong verbal and written communication skills. Must consistently demonstrate fair and ethical business and management practices.

Mental Applications

Must be able to plan and organize work for effectiveness and efficiency. Must be able to effectively respond to change of work assignment, multi-tasking and frequent interruptions.

Accuracy

Must demonstrate a consistently high degree of accuracy in the accomplishment of daily activities.

Dexterity

Must have good fine motor skills and possess the necessary coordination and dexterity to operate computers, telephones, and sleep therapy equipment.

Computer Skills

Ability to utilize software solutions for data entry and analysis in addition to proficiency in Microsoft Office.

Working Conditions

This position will work in an office environment.

You will be expected to work during normal business hours, which are Monday through Friday, 8:00 a.m. to 5:00 p.m. Please note this job description is not designed to cover and/or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.