Bachelor's degree in a related field or equivalent experience
Seven years of relevant experience
Current knowledge of healthcare regulations
Excellent time management skills
Strong analytical and problem-solving abilities
Proven supervisory and leadership skills
Ability to prioritize and delegate tasks effectively
Responsibilities
Ensure project deadlines and performance standards are met
Implement ongoing training for team and other departments
Manage team workloads for timely and accurate task completion
Develop and improve departmental workflows and processes
Act as a resource for team members regarding policies and procedures
Analyze reports to manage departmental performance
Respond to concerns and complaints in a timely manner
Participate in system implementations and process automation
Deliver exceptional customer service and maintain professional relationships
Benefits
Health insurance
Dental insurance
Vision insurance
401K with matching contributions
Incentive program
Life insurance
Paid time off
Paid holidays
Long-term disability
Short-term disability
Free parking
Volunteer pay
Green initiatives
Full Job Description
Full-time, in-office, Monday - Friday, 8:30am to 5pm, $90,000.00 - $130,000.00 / year
As the Director of Customer Experience, you will enrich lives by:
Ensuring project deadlines and performance and productivity standards are established and met
Implementing on-going training for team and other departments as needed
Managing team workloads to ensure all tasks are being completed on time and accurately
Developing and improving departmental workflows and operational processes and procedures
Acting as a resource for all team members and referral sources in the practices, procedures, and policies with the scope of the position
Remaining current with applicable accreditation, payer, state, and federal regulatory authorities that oversee the home medical equipment industry
Analyzing daily, weekly, monthly, and quarterly reports to include overtime, expense ratios, and other reports to effectively manage the departments
Ensuring response to concerns and complaints in a timely manner and in accordance with organizational guidelines
Participating in system implementations, upgrades, and process automation projects as needed
Delivering exceptional customer service and maintains positive, professional relationships with customers, internal partners, referral sources, and other key stakeholders
Supervisory Responsibilities:
Hires, trains, and develops departmental staff and managers
Organizes and oversees the work and schedules of departmental managers
Establishes goals, refines strategies to achieve goals, mentors, and coaches team members
Holds staff accountable to productivity expectations, organization policies, and best practices
Conducts performance evaluations that are timely and constructive, providing recommendations for promotion and salary adjustment as appropriate
Conducts regular meetings with staff to discuss goals, evaluate progress, and coach on areas of improvement in relation to goals
Handles corrective action and termination of staff as needed and in accordance with company policy
Plans and manages department budget and controls expenses
Candidates must meet the following requirements:
Bachelor's degree in related field. Related experience may substitute for the education requirement
Seven-years related experience required
Current knowledge of applicable federal, state, and local health care regulations
Excellent time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills
Strong supervisory and leadership skills
Ability to prioritize tasks and to delegate them when appropriate
