New Patient Care Supervisor

About Our Company

Advanced Diabetes Supply® was founded on the bold principle of creating a knowledgeable, reliable and demonstrably superior diabetes supply company. Our approach, coupled with a commitment to service and innovation, has catapulted Advanced Diabetes Supply® to a national leader in the industry. Creating high-performance, adaptive teams requires a relentless commitment to hiring the best. We strive to maintain a casual, fun environment whenever possible, but we don't just play around. We work hard every day to provide a positive work culture and respectful atmosphere. The standards we set for ourselves are high, and we love to be challenged If you enjoy working in a collaborative environment, have a passion for excellence and a bias for action, we may be just what you've been looking for.
Interested in learning more about our company and its culture? Visit us at www.northcoastmed.com

About the Position

Onsite Hybrid Schedule 3 days in Office from 10:30 AM - 7:00 PM EST shifts with rotating Saturdays from 9:00 AM - 1:00 PM EST. The New Patient Care Supervisor performs day-to-day New Patient service functions in addition to supervisory and leadership duties to the New Patient team, with the goal of ensuring that all policies and procedures related to providing consistent, supervisor customer/patient care are adhered to, and service & production goals are met effectively and efficiently. The New Patient Care Supervisor will work within the scope of responsibilities as dictated below with guidance and support from our New Patient leadership team.

Essential Functions

• Manages the daily/ongoing workflow of New Patient service functions. Provides ongoing leadership and support to ensure that day-to-day service and production goals are met.
• Communicates strategic/tactical expectations for staff, reinforces values and provides vision to direct and indirect reports.
• Manages performance through positive coaching and clear direction. Addresses deficiencies timely and professionally. Partners with HR as appropriate to provide additional structure, improvement plans, or corrective actions.
• Ensures performance appraisals are completed timely, objectively and thoughtfully. Provides meaningful goals and supports staff development through training and mentoring.
• Monitors staff schedules, deliverables and deadlines to ensure daily coverage and assigned goals are achieved. Reviews timesheets for non-exempt staff as assigned.
• Acts as a model for ADS core values and ethics.
• Serves NCMS patients over the phone with initial order of diabetes testing supplies and related products.
• Maintains a high call volume per day (80+ combined inbound and outbound calls per day).
• Provides effective customer service while obtaining patient demographics, verifying and updating patient accounts.
• Determines patients' needs and offers products and services as applicable.
• Manages an average of 150+ patient accounts per month.
• Ships an amount of product to patients greater than or equal to the set monthly goal (department and individual goals are communicated daily).
• Works closely with other departments and physician support teams to confirm patient orders are eligible for shipment.
• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
• Maintains accurate and detailed notes in the company system.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback to improve processes and policies.
• Attends all department, team, and company meetings as required.
• Appropriately routes incoming calls when necessary.
• Meets patient service quality standards.
• Embraces and exemplifies ADS core values:

*We put our people first.

*We serve our members with passion.

*We take ownership.

*We pursue excellence.

*We never stop growing.

• May perform any additional responsibilities or special projects as required.
• Duties and responsibilities may be subject to change based upon the needs of the department.
• May provide cross-functional support as business needs demand.

• High School diploma or equivalent
• 3+ years' call center sales and/or customer service upsells and retention
• Team lead or supervisory experience
• Full knowledge of all areas of new patient service specialization
• Demonstrated success in meeting goals and objectives
• Proficiency in basic math and business calculations
• Working knowledge of computer/data entry with the ability to learn new systems
• Intermediate level of MS Office proficiency

Expected Competencies

• Friendly, professional and effective communications skills; able to calmly present solutions in challenging situations
• Effective interpersonal skills
• Clear diction and knowledge of the English language, both written and verbal
• Service-orientation and aptitude to utilize proper listening skills
• Self-directed accountability and reliability
• Cultural competence
• Cross-trained on inbound and outbound calls
• Able to resolve highly escalated new patient issues or concerns
• Ability to train
• Willingness and ability to demonstrate leadership; provide specific, individualized direction and feedback with confidence; and motivate and coach to succeed

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions. While performing the responsibilities of the job, the employee is required to remain in a stationary position most of the time (stand or sit). While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand, walk and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Equal Opportunity Statement

Advanced Diabetes Supply provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training

Pay range and Compensation Package

Salary ranges may vary depending on location. The general hiring range for this position is $18 - $20/hour + monthly bonus. Actual compensation depends on education, experience and relevant skills.

Benefits for the full time employees include

• Health, Dental & Vision options
• FSA and HSA plan with Employer Contribution
• Employer paid EAP
• 401k with 4% Company Match
• Discretionary Profit Sharing Plan
• Paid Time Off (PTO) Including 8 Paid Holidays and a Birthday Holiday
• In-house Training Programs
• A fun culture in a fast-growing organization

PM21

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