Byram Healthcare Customer Operations Manager in Salt Lake City, UT at Byram Healthcare

Date Posted: 4/2/2018

Job Snapshot

Job Description

POSITION SUMMARY

Manages the day-to-day operation of the Customer Service Department.  Manages the interdepartmental workflows, supervises the Customer Service Supervisors and staff, monitoring service levels of the department, tracking account volume and making adjustments and recommendations as appropriate to their manager

ESSENTIAL JOB FUNCTIONS: 

1.      Evaluates operations and makes recommendations regarding short and long-term plans for improving the day-to-day efficiencies and operation of the department.

2.      As interdepartmental workflows are identified, addresses the appropriate department manager to discuss issues and develop solutions.  Identifies a course of action and implements the necessary changes into the daily workflow of the department.

3.      Monitors the service levels of the department on a daily basis including; number of lost calls,  call answer times (goal:  within thirty seconds), percent of calls abandoned, etc. and makes staffing level adjustments as appropriate.

4.      Oversees all special and on-going projects including, but not limited to, Retention, Continuity of Care, 90-day order supply, call monitoring, etc.

5.      Works closely with VPs of Sales and Sales Representatives to insure that service levels with Managed Care, Chronic, and Agency Accounts are consistently maintained.  Visits accounts and participates in external conferences.

6.      Prepares, implements and presents the customer service-training program as it relates to the integration of new acquisitions.

7.      Tests new enhancements to the computer system.  Part of the Beta Testing Team.

SUPPLEMENTAL JOB FUNCTIONS:  

  • Performs additional duties as directed.


Qualifications

EDUCATION & EXPERIENCE REQUIRED:  

  • High School Diploma or equivalent
  • Three or more years of applicable experience
  • Advanced knowledge of a specialized or technical field or a thorough knowledge of the practices and techniques of a professional field


ADDITIONAL REQUIREMENTS:

  • Little or no traveling required (less than 10%)

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