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Head of Client Support Services

2 months ago

Lufkin, Texas, United States AdaptHealth LLC Full time

AdaptHealth Opportunity - Join Our Team

At AdaptHealth, we provide comprehensive home medical equipment solutions designed to empower patients to thrive in their own homes. We are currently seeking dedicated individuals who are committed to enhancing the quality of life for our patients.

Position: Lead, Customer Service Specialist

The Lead, Customer Service Specialist is responsible for overseeing a team of representatives who manage incoming calls, delivering essential services and support to our patients and clients. This role is crucial in ensuring the department operates smoothly by delegating tasks related to patient intake, processing, and reviewing medical records to confirm medical necessity, while also ensuring that calls are handled in accordance with established performance metrics. The Lead will facilitate both individual and team meetings to assist employees in achieving their professional goals.

Key Responsibilities:

  • Act as a subject matter expert for the Customer Service team.
  • Resolve inquiries generated from phone interactions through appropriate follow-up actions.
  • Ensure team members receive adequate training and are held accountable for meeting performance standards.
  • Identify underlying issues and collaborate with others to enhance overall processes.
  • Maintain a thorough understanding of current home medical equipment products and services offered by the organization.
  • Support the establishment and maintenance of departmental standards as directed by management.
  • Encourage employees to reach their full potential.
  • Facilitate one-on-one and team meetings effectively.
  • Assist in training and development as necessary.
  • Evaluate team performance based on key metrics such as accuracy and call-waiting times.
  • Ensure consistent adherence to company and departmental procedures among staff.
  • Promote the achievement of company objectives through cross-departmental collaboration.
  • Guarantee that calls are answered and resolved within departmental and company standards.
  • Oversee the quality audit program through monitoring, coaching, and ongoing feedback.
  • Set and maintain team and individual goals aligned with organizational objectives.
  • Manage the daily operations of the Customer Service team.
  • Oversee the department's budget and expenditures.
  • Prepare necessary reports for various departments and leadership.
  • Hold self and team accountable for meeting performance expectations.
  • Develop and maintain Standard Operating Procedures that support team functions.
  • Ensure team actions contribute positively to Patient Experience scores.
Required Skills and Qualifications:
  • Leadership abilities.
  • Strong capability to co-manage in a multi-site environment.
  • Independent thinker with decision-making skills.
  • Excellent analytical and problem-solving abilities with a keen attention to detail.
  • Outstanding verbal and written communication skills.
  • Exceptional customer service skills.
  • Proficient in computer applications, particularly Microsoft Office, with a focus on Excel.
  • Adept at prioritizing and managing multiple projects simultaneously.
  • Strong aptitude for learning new technologies and understanding data flow within systems.
Minimum Job Qualifications:
  • High School diploma required; Associate degree from an accredited institution preferred.
  • Two (2) years of experience in customer service management required.
  • Relevant experience in healthcare administration, financial services, insurance customer service, claims, billing, home health, and/or medical terminology training preferred.

AdaptHealth is committed to providing equal employment opportunities and does not discriminate against employees or applicants based on race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all aspects of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination.