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Change Order Supervisor

4 months ago

Houston, United States Aveanna Healthcare Full time

Position Overview

The Change Order Supervisor is responsible for providing a high level of customer service to our patients and their caregivers from intake to discharge. The primary function of this position is to manage the overall productivity of Patient Care Change Orders. Analyzes reporting data to determine areas where Change Order Representatives need assistance to meet department goals.

The starting pay for our Change Order Supervisor is $55,000 per year. In addition to compensation, our full-time employees are eligbile to receive the following competitive benefit package including: Health, Dental, Vision, Life and many other options, 401(k) Savings Plan with Employer Match, Employee Stock Purchase Plan, and 100% Remote Opportunity

Essential Job Functions
• Develop goals and objectives for overall team and each individual team member; evaluates performance against goals, objectives, responsibilities and competencies.

• Ensure new hires are trained before placing Representatives on rotation or to an assigned portfolio.

• Conduct call monitoring and review Representative work, getting involved in high issue resolutions.

• Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action

• Assist Change Rx Representatives and analyze reporting data to determine what areas need attention.

• Participates in one-on-one reviews with Representatives, as well as providing regular coaching and feedback to Change Rx Representatives.

• Completes special projects as required or assigned by Change Rx Manager.

• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service

• Effectively communicate new process and changes with Representative

• Review Representative portfolios to ensure patient information is accurate, including demographic data, prescriptions, physician data, insurance eligibility and coverage. Provides coaching and feedback.

• Reviews and works a variety of reports daily, specified to the Change Order team, to ensure that accounts are not aged over threshold and worked in a timely manner; ensures pending status is updated throughout process

Requirements
• High school graduate - Associates Degree in medical office management or related
• A minimum of 2 years proven experience in managing customer service or equivalent teams

• 5 or more years in a healthcare/customer service role; demonstrated knowledge of authorization process for Enteral/DME or related
• Proficient in Microsoft suite of products including Outlook, Word and Excel

Preferences
• Education or experience equivalent to a bachelor’s degree in Healthcare Administration or related field highly preferred
• Prior Team Lead or training responsibilities. Insurance authorization and/or precertification. Knowledge of home health, DME and Enteral nutrition products

Other Skills/Abilities
• Must be able to adhere to confidentiality standards and professional boundaries at all times
• Attention to detail
• Time Management
• Ability to remain calm and professional in stressful situations
• Strong commitment to excellence
• Quick-thinking and astute decision making skills
• Effective problem-solving and conflict resolution
• Excellent organization and communication skills
• Leadership skills
• Ability to train team members

Other Duties
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Employment Opportunity and Affirmative Action: Aveanna provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Aveanna complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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.