Operations Supervisor

Duties And Responsibilities / Essential Functions

• Work with Technicians to prepare and effectively communicate repair quotes.
• Supervise equipment delivered to maintain quality control.
• Maintain an adequate and appropriate supply of repair parts.
• Purchase special parts only as needed and on the most cost efficient basis.
• Perform accurate physical inventory as required by the company, utilizing systems and procedures.
• Ensure all orders are worked within the 7 day compliance standard (Prior to RTP, after released to purchase).
• Monitor CSR Ques for Compliance; Schedule delivery dates and postings are current.
• Execute all returns and credits in a timely manner to insure integrity of in-shop numbers and NSM’s ability to obtain credits from vendors for unneeded parts/chairs.
• Monitor Navigation systems to identify delays or inefficiencies in routing.
• Review the Branch Operating Report daily.
• Assure CSRs and Technicians are providing compassionate and positive interaction to customers.
• Resolve customer concerns and complaints in a constructive manner, serving as an intermediary between customer concerns and company needs.
• Immediately investigate and resolve client problems concerning about equipment requiring service, working to obtain responsiveness and notate in the system.
• Receive, Investigate, and respond quickly and professionally to all customer inquiries regarding shipments, products, deliveries and complaints. Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action.
• When customer problem and questions arise, be able to answer equipment and clinical questions to the customer’s satisfaction, maintain accurate and complete documentation of complaints and resolution.
• Provide skillful handling of grieving, upset or difficult customers.
• Work proactively with patients/clients to solve a variety of problems, acting as a company field representative.
• Comply with all company policies and current government regulations and professional standards respecting patient care, including those of accrediting organizations.
• Create, submit and maintain proper paperwork for warranty work.
• When dealing directly with customers, execute proper hand washing techniques between patients and utilize Universal precautions.
• Maintain or assist with maintaining appropriate storage of dirty and clean equipment.
• Place items back in stock on a daily basis.
• Serve as liaison between the team and the rest of the company, facilitating better communication between the team and company.
• Organize and manage effective team meetings.
• Cook up paperwork, workflow, and scheduled appointments for the service department, while providing outstanding and efficient service to customers.
• Work with manager to assure the department is functioning effectively.

Physical Demands

• Regularly required to talk or hear.
• Sit.
• Use hands repetitively to operate standard office equipment.
• Frequent reach with hands and arms.

Required Education, Experience & Competencies

• High School Diploma or equivalency required.
• Knowledge of equipment.
• Knowledge of medical billing.
• Organizational, problem solving and time management skills.
• Ability to multitask while maintaining accuracy and attention to detail.
• Ability to work independently and in a team environment.
• Previous HME or DME experience is preferred.
• Experience as a team lead or supervisor.
• Experience with distribution and scheduling.