Customer Service Manager - Medical Supplies

J&B Medical’s Customer Service Team is growing! We are adding an additional Customer Service Manager to our Wixom Team! Do you have Call Center Management Experience?

****We are a Prescription Medical Supplier accepting many private insurances as well as multi state insurance.**

The Customer Service Manager oversees the effective day-to-day operations of the Customer Service department, with emphasis on mentoring subordinates and identifying and implementing opportunities for process improvement as well as coordinating with staff, patients, providers, insurance companies, and clinics to provide through explanation of insurance guidelines for obtaining durable medical equipment/supplies and accurate billing support.

Provides guidance to Team Leaders and Senior Team Leaders through customized coaching and mentoring on people management issues, to ensure the ongoing effective delivery of service within departments.

• Reviews departments’ productivity and workflow and addresses any obstacles to ensure that obligations to providers, clients and partner organizations are met and high quality, timely assistance is provided at all contact points.
• Develops communication solutions, such as web pages wikis, etc.
• Collaborate with the Billing department to create and implement solutions in Customer Service that result in more successful collection efforts.
• Collaborates with purchasing & pricing leaders to find ways to meet client needs within profitability constraints.
• With Sr. Customer Service Manager and our Customer Service Director, provides input on prospective business initiatives. Identifies and implements practical procedures to address challenges of new business initiatives.
• Intervenes as needed when customer service challenges escalate and must be addressed at higher level.
• Monitors’ compliance and ensure risk assessments are done and training is provided, both as needed and required.

Supervisory Responsibilities

With the Sr. Customer Service Manager and/or the Customer Service Director, the DME Customer Service Manager directly supervises the Team Leaders and Senior Team Leaders and oversees a customer service group of people who perform complex work.

Position Type

This is a full-time in office position, with the expectation of maintaining a regular work schedule Monday – Friday. Occasional evening and weekend work may be required.

• Must be comfortable working full time in Wixom, Michigan
• No remote or hybrid
• Monday- Friday days
  • Start time no earlier than 8:00 am
  • End time no later than 6:00 pm

Required Education and Experience:

• Bachelor’s Degree or equivalent experience.
• 5 years of leadership experience in a fast-paced environment. Call Center preferred.
• 3 years of managing groups of ten or more employees
• Healthcare, Medical Supply or Insurance industry experience.
  • Medicare and or Medicaid is a plus

Preferred Education and Experience:

• Advanced understanding of insurance guidelines and billing.
• 7 to 10 years previous experience with DME software with ability to adapt to multiple systems.