Description

The Customer Service Team Support assists with the effective day-to-day operations of a team within the Customer Service department.

Essential Functions:

Has mastered and performs all Customer Service Representative duties with minimal supervision.

Intervenes as needed when customer service challenges escalate and must be addressed at a higher level.

Provides training and resources so that team members are equipped to do their jobs.

Identifies opportunities for process improvements and assists in implementing solutions.

Daily monitoring and tracking productivity, time gaps and attendance for direct reports, keeping Supervisor and Manager informed of related issues.

Consistently maintain ADP schedules and timecards for direct reports.

Monitor and act on email inboxes in a timely manner. Prioritizing as appropriate.

Delegate workload daily to direct reports following the direction of the Supervisor.

Monitor communication for direct reports and leadership responding as appropriate.

Consistently monitoring direct reports are in the incoming call queue at their scheduled time.

Dedicate at least 1 hour daily to workload as appropriate to daily demand.

Review and correct mis-tasks daily as appropriate to daily demand.

Audit direct reports for assigned workload completion daily.

Communicate productivity status with direct reports, on a weekly basis.

Complete annual and/ or 90-day evaluations for direct reports anniversary date.

Quarterly reviews of productivity for trending.

Review quarterly Quality Controls with direct reports.

Requirements

Supervisory Responsibilities:

The Team Support monitors Customer Service Representatives who perform complex work.

Work Environment:

Position Type:

This is a full-time position, with the expectation of maintaining a regular work schedule. Occasional evening and weekend work may be required.

Required Education and Experience:

High School Diploma, GED, or equivalent experience.

Strong knowledge of durable medical equipment, typically gained in 2+ years of experience.

Advanced understanding of insurance guidelines and billing, including rules, limits, verification procedures, cost/reimbursement rate issues, etc.

Preferred Education and Experience:

Degree in related field

Previous experience with system such as HDMS, with ability to adapt easily to similar systems.

Other Duties:

All other duties as assigned by management.

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