Position Summary:
The DME Customer Service Supervisor will oversee the daily operations and ensure the overall success of the Customer Service team in a hospital-based Durable Medical Equipment (DME) company. This role is responsible for managing and improving/maintaining the quality and efficiency of customer service interactions, ensuring that patients, caregivers, and healthcare providers receive exceptional service. The Supervisor will also mentor, train, and support the customer service team, handle patient/employee escalated issues, and collaborate with cross-functional departments to meet operational goals and improve customer satisfaction.
Key Responsibilities:
Team Leadership & Supervision:
- Supervise, train, and mentor a team of customer service representatives, ensuring that all team members are equipped with the knowledge and skills needed to deliver high-quality service.
- Foster a positive and productive work environment focused on collaboration, professionalism, and exceptional customer service.
- Conduct regular performance evaluations, providing feedback and coaching to team members to support their professional development.
- Manage team schedules to ensure adequate coverage during peak hours and during special events or promotions.
- Assist in all customer services department duties and responsibilities as needed.
Customer Service Excellence:
- Oversee the resolution of escalated customer inquiries, complaints, or concerns, ensuring timely and effective solutions.
- Monitor and assess team performance to ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met.
- Implement and enforce standardized processes for handling customer interactions to ensure consistency and high-quality service.
- Collaborate with other departments (such as sales, billing, and operations) to resolve complex customer issues and improve the overall customer experience.
Operational Efficiency:
- Assist in streamlining processes, identifying areas for improvement, and implementing new systems or technologies to enhance customer service efficiency and productivity.
- Ensure that customer data is accurately recorded and maintained within the company’s systems.
- Monitor and report on key metrics such as call volume, response time, customer satisfaction scores, and issue resolution rates.
Compliance & Quality Assurance:
- Ensure that customer service operations adhere to company policies, industry regulations, and healthcare standards, particularly in relation to patient privacy (HIPAA and PCI compliance).
- Review customer service interactions for quality assurance and compliance, providing constructive feedback as needed.
- Ensure the timely and accurate processing of DME orders, returns, and maintenance requests.
Continuous Improvement:
- Identify trends in customer feedback and collaborate with management to develop strategies for improvement.
- Participate in training and development programs to stay current on DME product knowledge, customer service techniques, and industry regulations.
Qualifications:
Education:
- High school diploma or equivalent required. Bachelor’s degree in Business Administration, Healthcare Administration, or a related field preferred.
Experience:
- Minimum of 3-5 years of experience in customer service, with at least 1-2 years of supervisory experience, preferably in a healthcare or DME setting.
- Experience with Durable Medical Equipment (DME) products and healthcare operations is highly preferred.
- Strong knowledge of healthcare regulations (e.g., HIPAA) and DME industry practices.
Care New England Health System (CNE) and its member institutions, Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, and our Wellness Center, are trusted organizations fueling the latest advances in medical research, attracting top specialty-trained doctors, and honing renowned services and innovative programs to engage in the important discussions people need to have about their health.
Americans with Disability Act Statement: External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job-specific functions either unaided or with the assistance of a reasonable accommodation, to be determined by the organization on a case-by-case basis.
EEOC Statement: Care New England is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
Ethics Statement: Employee conducts himself/herself consistent with the ethical standards of the organization including, but not limited to hospital policy, mission, vision, and values.
