Customer Service Supervisor

The DME Customer Service Supervisor will oversee the daily operations and ensure the overall success of the Customer Service team in a hospital-based Durable Medical Equipment (DME) company. This role is responsible for managing and improving/maintaining the quality and efficiency of customer service interactions, ensuring that patients, caregivers, and healthcare providers receive exceptional service. The Supervisor will also mentor, train, and support the customer service team, handle patient/employee escalated issues, and collaborate with cross-functional departments to meet operational goals and improve customer satisfaction.

Key Responsibilities:

1. Supervise, train, and mentor a team of customer service representatives, ensuring that all team members are equipped with the knowledge and skills needed to deliver high-quality service.
2. Foster a positive and productive work environment focused on collaboration, professionalism, and exceptional customer service.
3. Conduct regular performance evaluations, providing feedback and coaching to team members to support their professional development.
4. Manage team schedules to ensure adequate coverage during peak hours and during special events or promotions.
5. Assist in all customer services department duties and responsibilities as needed.
6. Oversee the resolution of escalated customer inquiries, complaints, or concerns, ensuring timely and effective solutions.
7. Monitor and assess team performance to ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met.
8. Implement and enforce standardized processes for handling customer interactions to ensure consistency and high-quality service.
9. Collaborate with other departments (such as sales, billing, and operations) to resolve complex customer issues and improve the overall customer experience.

Operational Efficiency:

1. Assist in streamlining processes, identifying areas for improvement, and implementing new systems or technologies to enhance customer service efficiency and productivity.
2. Ensure that customer data is accurately recorded and maintained within the company’s systems.
3. Monitor and report on key metrics such as call volume, response time, customer satisfaction scores, and issue resolution rates.

Compliance & Quality Assurance:

1. Ensure that customer service operations adhere to company policies, industry regulations, and healthcare standards, particularly in relation to patient privacy (HIPAA and PCI compliance).
2. Review customer service interactions for quality assurance and compliance, providing constructive feedback as needed.
3. Ensure the timely and accurate processing of DME orders, returns, and maintenance requests.
4. Identify trends in customer feedback and collaborate with management to develop strategies for improvement.
5. Participate in training and development programs to stay current on DME product knowledge, customer service techniques, and industry regulations.

Qualifications:

Education:

1. High school diploma or equivalent required. Bachelor’s degree in Business Administration, Healthcare Administration, or a related field preferred.

Experience:

1. Minimum of 3-5 years of experience in customer service, with at least 1-2 years of supervisory experience, preferably in a healthcare or DME setting.
2. Experience with Durable Medical Equipment (DME) products and healthcare operations is highly preferred.
3. Strong knowledge of healthcare regulations (e.g., HIPAA) and DME industry practices.