Customer Insights Manager jobs in Bend, OR

“Improving the lives of those with chronic care diseases while providing solutions to our customers."

Looking for a new opportunity? At Rick's Medical Supply, a SuperCare Health company, you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.

Essential Duties:

The Customer Care Manager is directly responsible for overseeing their designated Supervisor’s along with a dedicated team within the Customer Care Division. This position manages all employees of your designated teams and is responsible for the performance management and hiring of the employees.

Oversees:

Responsibilities and Duties:

• Mentoring and Developing all new or current Customer Care Supervisor’s as needed
• Ensures that subordinate positions are filled with qualified candidates.
• Establishes, implements and monitors Customer Care Supervisor’s practices relating to working hours, conduct, salary rates, documentation, and when justified, disciplinary action and termination.
• Will conduct weekly one on one’s with each Supervisor to identify areas of opportunity. Create an action plan to solve the issues identified and will monitor the progress moving forward.
• Responsible for maintaining Productivity & Satisfaction Goals set quarterly by the leadership team
• Will step in and attend staff meetings as needed or requested by department leadership, to ensure that there is frequent communication and sharing of information consistent with the direction of the organization.
• Will run reports to ensure that all department orders in Doc Flow are processed within SLA. Will ensure that all M- tickets, and on-call orders are handled in an accurate, timely and efficient manner.
• Ensures that Open Work Order reports assigned to your teams are worked and completed timely.
• Works with your assigned teams to resolve Unbilled revenue created
• Will be prepared for weekly one on one’s with the Director of Patient Services
• Will attend bi-weekly meetings with the Director of Patient Services.
• Responsible for completing annual personnel evaluation procedures of each Customer Care Supervisor with frequent input throughout the year
• Responsible for maintaining and resolving all complaints and grievances filed by customers and/or referral sources to ensure they are resolved in a timely manner.
• Enforces and educates Customer Care Supervisor’s and other staff personnel on the laws, codes, and regulations that pertain to the services and equipment provided by the company.
• Responsible for implementing and auditing the compliance to the corporate policies and procedures in the day to day functioning of the Customer Care Service Department. This includes ensuring the teams are meeting JCAHO guidelines.
• Stays abreast of regulation and administrative policies on all Products, Guidelines and Insurance Coverage’s.
• Ability to assume the role of a Customer Service Supervisor including but not limited to scheduling and making patient and telephone calls as necessary. Instructs patients / clients in the proper use and care of medical equipment according to the written policies and procedures for that equipment.
• Ensures that CCS staff and/or supervisors assume on-call responsibilities during non-business hours in accordance with the policy as necessary. If for any reason your assigned CCS staff and/or supervisors fails to take on-call when scheduled you will be responsible for on-call or the finding of an alternate resource.
• Provides in services for accounts or will attend meetings with Referral’s as necessary.
• Demonstrates timeliness, courtesy, sincerity and patience when dealing with patients/clients.
• Supports the company by being loyal and informing the office of concerns and problems to be resolved.
• Maintain a professional safe and clean work environment.
• Understand and adheres to all of Rick's Medical Supply company policies.
• Perform all other duties as assigned and required.

Qualifications:

Education: Graduate of an accredited school

Experience:

• Business Acumen
• Leadership with a minimum of 2 years Supervisory
• Customer/Client Focus
• Problem Solving/Analysis
• Process Management
• Communication Proficiency
• Teamwork Orientation
• Technical Capacity

Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type and Expected Hours of Work: This is a full-time position, and hours of work and days are Monday through Friday, 8:30 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.

Travel: Is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Perks:

• Paid Training
• Sick Time
• Paid Mileage
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program

What Rick's Medical Supply is About

"We treat our customers like family. Rick's Medical Supply, Inc. has been the source for medical supplies and equipment in the Roseburg, OR area for over forty years because of our superior commitment to provide you with the absolute best in product quality and customer service. Our highly trained staff will help you make the best choices for your needs, while providing you with friendly service and expert advice. Every effort is made to ensure that your experience is as pleasant and efficient as possible. Stop by and see us! Our business is your good health."

Connect With Us!

Company Website https://ricksmedical.com/

Company Business Hours - 8:30 AM – 5:30 PM PST

LinkedIn https://www.linkedin.com/company/rick-s-medical-supply/

Facebook https://www.facebook.com/ricksmedicalsupply

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