Lead, Customer Service Enteral

Customer Service Operations Manager

This employee leads the day-to-day activities of our customer service operations to develop our customer base through excellence in customer service. This will involve staff development, process management, and goal attainment.

Manages inbound fax and phone volume, processes orders, follows up on outstanding orders, packs and ships supplies, and manages our document collection process for order entry and customer billing.

Job Functions:

• Maintains composure in high-pressure situations
• Follows an issue through to its conclusion
• Works with CSRs to build and drive best practices in order entry and customer service so that we may deliver a quality service in a timely manner
• Trains CSRs to deliver reliable and repeatable outcomes
• Monitors staff productivity and coaches staff
• Handles patients, referral sources, and administrative department inquires
• Communicates with insurance companies and/or prior authorization requests
• Enters patient information into a customer information system
• Ensures customer satisfaction, assisting them with issues/concerns related to their health
• Serves as a backup when other employees are out due to illness, vacation, etc.
• Makes decisions as needed off-hours or without supervision to ensure an uninterrupted supply of product to customers
• Develops the knowledge of customer needs and trends to improve customer satisfaction and loyalty
• Reviews and makes sure all documentation received meets insurance guidelines
• Contacts Doctors' offices and hospitals to coordinate setup of pts and make sure all billable documents are received
• Works with the intake department or within it to ensure timely verification of benefits and helps coordinate setups with intake/staff in the Lincare locations and the Referral Source
• Deletes, corrects, and/or re-enters patient orders as deemed necessary