This position is remote and requires reliable Internet connectivity and not mobile hotspots.

Essential Functions

• Increases the assigned team’s level of performance and effectiveness by recruiting, selecting, orienting, training, coaching, and managing the performance of designated employees in a manner that embraces StateServ’s values of compassion, service, integrity, innovation, and growth.
• Monitors and assesses key performance indicators (KPIs) to understand and measure performance, drive efficiencies, and maintain a high service standard. Redirects resources where appropriate to ensure acceptable management of call volume, order workflows, dispatching of orders, and troubleshooting basic/routine equipment challenges
• Directs departmental (i.e., customer service & dispatch) workflow to ensure the quality level of service by regularly monitoring and staffing the assigned team to ensure appropriate coverage. This includes but is not limited to maintaining appropriately budgeted staffing levels, creating department schedules, managing PTO requests, and balancing overtime.
• Regularly reviews historical data and current trends of orders to identify opportunities that may reduce call volume, optimize department order workflows, and maintain quality standards/benchmarks.
• Partners and collaborates with site leadership and other internal stakeholders to promote and support effective and efficient customer service and dispatch operations that emulate the organization’s values.
• Acts as an internal escalation point for complaints and complicated customer requests. May leverage DMETrack and call software to research and review client escalations to determine opportunities for improvement. Provides explanation and validation of the events surrounding the escalation.
• With the appropriate sense of urgency and dedication to service, addresses and resolves non-routine and escalated service and operational issues and challenges. Ensures relationships and service integrity are maintained while implementing win-win outcomes.
• Assists senior leadership in developing, interpreting, and implementing new policies and standard operating procedures as requested or appropriate.
• Provides training or education to external clients on related ordering process as needed.
• Performs other duties as assigned or apparent.

Supervisory and Managerial Responsibility

• Supervises a team of assigned employees

Knowledge, Skills & Ablities

Education, Licensure or Certification:

• Knowledge of general business management as normally obtained by the completion of a Bachelor’s degree in business or a closely related field of study

Work Experience or Related Experience:

• At least 2 years of proven experience in a supervisory role in which the incumbent provided direction, training, coaching, or guidance to others is required.
• At least 1 year of progressively responsible routing and/or dispatching experience is preferred
• Experience in the healthcare or medical fields in which incumbents have worked with durable medical equipment is strongly preferred

Specialized Knowledge, Skills & Abilities:

• Ability to supervise a team of contact center team members and create a highly supportive environment
• Strong interpersonal skills and customer service skills are necessary as is the ability to remain customer service oriented during situations in which patients or caregivers may be frustrated or upset
• The ability to present information and communicate across all levels and externally to vendors, clients and customers is essential
• Good organizational, leadership and decision-making skills are required to perform the functions as described
• Must have the ability to confidently embrace challenges and lead a team. Able to directly motivate and supervise others to achieve maximum performance
• Must take initiative and be highly motivated, creative, and energetic
• Ability to interact professionally, cooperate with, and partner with all levels of management, outside vendors, clients and patients
• The ability to protect and maintain the confidentiality of patient protected health information and follow standard operating procedures to ensure compliance with accrediting bodies
• A high attention to detailed information is required to review employees KPIs
• Proficient and accurate typing is required for document creation and proper usage of StateServ Medical’s proprietary software.

Equipment

• Working knowledge of a PC, business, and communications software (MS Office), and web-based tools are required
• Familiarity with contact management software is strongly preferred

Travel Requirements and Conditions

• No travel is required.

Work Environment, Conditions and Demands

• Work is performed in an office environment and/or remote environment
• The ability to maintain a flexible schedule is required to accommodate national time zones, as well as to be available for real-time communications from employees as described

Physical Requirements and Demands

• This position entails a high level of work performed at a computer terminal throughout the day as well as moderate use of a telephone or headset equipment
• The ability to view and continuously focus on and compare system information and work orders is required to quality review information as described
• On a regular basis, the incumbent frequently performs repetitive motions at a computer terminal and is subject to prolonged sitting
• Regular eye-hand coordination and manual dexterity is required to operate office equipment