Senior Customer Service Team Leader

2 weeks ago

Lufkin, Texas, United States AdaptHealth LLC Full time

AdaptHealth Opportunity - Join Our Team

At AdaptHealth, we are dedicated to providing comprehensive home medical equipment solutions that empower patients to thrive outside of hospital settings. We are seeking 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 handle incoming inquiries, ensuring exceptional service delivery to patients and clients via telephone. This role is crucial in maintaining efficient departmental operations by delegating tasks related to intake, processing, and reviewing medical documentation to confirm medical necessity while adhering to performance metrics. The Lead will also facilitate individual and team meetings to support staff in achieving their professional goals.

Key Responsibilities:

  • Act as a subject matter expert for the Customer Service team.
  • Resolve inquiries from phone interactions through appropriate follow-up actions.
  • Ensure staff receive adequate training and are held accountable for meeting established standards.
  • Identify underlying issues and collaborate with team members to enhance overall processes.
  • Maintain a thorough understanding of current home medical equipment products and services.
  • Assist in establishing and upholding departmental standards as directed by management.
  • Support employees in reaching their individual performance goals.
  • Conduct one-on-one and group meetings to foster team development.
  • Provide training and support as necessary.
  • Evaluate team performance using key metrics such as accuracy and call response times.
  • Ensure compliance with all company policies and procedures among staff.
  • Promote cross-departmental initiatives to achieve company objectives.
  • Guarantee timely responses to incoming calls in line with departmental metrics.
  • Monitor quality assurance programs through coaching and feedback.
  • Set and track team goals aligned with organizational objectives.
  • Oversee daily operations of the Customer Service team.
  • Manage departmental budget and expenditures.
  • Prepare necessary reports for various departments and leadership.
  • Hold self and team accountable for performance standards.
  • Develop and maintain Standard Operating Procedures to support team operations.
  • Ensure team actions contribute positively to Patient Experience scores.
Required Skills and Qualifications:
  • Leadership capabilities.
  • Ability to manage effectively in a multi-site environment.
  • Independent decision-making skills.
  • Strong analytical and problem-solving abilities with attention to detail.
  • Excellent verbal and written communication skills.
  • Outstanding customer service orientation.
  • Proficient in Microsoft Office, particularly Excel.
  • Ability to prioritize and manage multiple tasks efficiently.
  • Capacity to learn new technologies and understand 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.
  • Experience in healthcare administration, insurance customer service, claims, billing, or medical terminology preferred.

AdaptHealth is an equal opportunity employer 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 employment terms, conditions, and privileges.

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