Customer Service Operations Leader
2 weeks ago
Job Category: Order Processing & Dispatch
Requisition Number: CONTA005397
Employment Type: Full-Time
Location: Mesa, AZ, USA
Company Overview: StateServ Medical specializes in providing top-tier Durable Medical Equipment (DME) management solutions. Our mission is to streamline administration processes, enhance operational efficiencies, manage costs effectively, improve care quality, and ultimately elevate patient satisfaction. We leverage innovative technology and extensive expertise to offer our clients the insights necessary for timely and informed decision-making, impacting over 100,000 patients daily across the nation.
Key Responsibilities:
- Performance Enhancement: Elevate the effectiveness of the assigned team by recruiting, selecting, orienting, training, coaching, and managing performance in alignment with StateServ's core values of compassion, service, integrity, innovation, and growth.
- KPI Monitoring: Assess and monitor key performance indicators to gauge performance, drive efficiencies, and uphold high service standards. Adjust resources as needed to manage call volumes, order workflows, and basic equipment troubleshooting.
- Workflow Management: Oversee departmental workflows to ensure quality service delivery by regularly staffing and monitoring the team, maintaining budgeted staffing levels, creating schedules, managing PTO requests, and balancing overtime.
- Data Analysis: Review historical data and current order trends to identify opportunities for reducing call volumes, optimizing workflows, and maintaining quality benchmarks.
- Collaboration: Partner with site leadership and internal stakeholders to foster effective customer service and dispatch operations that reflect the organization's values.
- Escalation Management: Serve as an internal escalation point for complex customer requests and complaints, utilizing DMETrack and call software to analyze escalations and identify improvement opportunities.
- Issue Resolution: Address and resolve non-routine service and operational challenges with urgency, ensuring service integrity and fostering positive outcomes.
Additional Responsibilities:
- Assist senior leadership in the development and implementation of new policies and standard operating procedures.
- Provide training to external clients on related ordering processes as necessary.
- Perform other duties as assigned.
Supervisory Responsibilities: Supervise a dedicated team of employees.
Qualifications:
- Education: Bachelor’s degree in business or a related field.
- Experience: Minimum of 2 years in a supervisory role with proven experience in training and guiding others; experience in routing and/or dispatching preferred.
- Healthcare Knowledge: Experience in the healthcare or medical fields, particularly with durable medical equipment, is highly desirable.
Skills and Abilities:
- Ability to foster a supportive team environment.
- Strong interpersonal and customer service skills, particularly in high-pressure situations.
- Effective communication skills across all levels, including with external vendors and clients.
- Excellent organizational, leadership, and decision-making abilities.
- Proactive, motivated, and creative approach to challenges.
- Ability to maintain confidentiality of patient information and adhere to compliance standards.
- Attention to detail in reviewing employee KPIs.
- Proficient in MS Office and contact management software.
Work Environment: Primarily office-based or remote, with minimal exposure to hazardous conditions. Flexibility in scheduling is required to accommodate various time zones.
Physical Requirements: This role involves extensive computer use and moderate telephone communication. Regular eye-hand coordination and manual dexterity are necessary.
StateServ Medical is an equal opportunity employer, considering all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.
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