Manager, Customer Service

About the role

This employee is the voice of the organization and serves as the primary resource for patients and physicians to obtain information and answers to questions. The role monitors performance and productivity metrics for the Centralized Patient Service Staff, overseeing specific department payor or product order processing and inbound phones. The position ensures payer contractual requirements are met, sales efforts are supported through exceptional customer service, and revenue is payable.

Responsibilities

• Direct, evaluate, and monitor the center implementation of operational standards, resulting in effective customer services and coordination of care, including Admission Guidelines, Special Payer Guidelines, and Clinical/Product requests.
• Guide, direct, mentor, and counsel staff to facilitate their professional development.
• Serve as educator and mentor to company and Patient Service staff on reimbursement policies and procedures.
• Provide and/or participate in consultations and in-servicing to potential or existing referral sources, contract agencies, and other healthcare organizations as required.
• Ensure center compliance with professional, regulatory, and governmental standards of care.

Supervisory Responsibilities

• Manage a team of employees responsible for the overall direction, coordination, and evaluation of these units.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws, including interviewing, hiring, and training employees.
• Plan, assign, and direct work; appraise performance; reward and discipline employees; address complaints and resolve problems.