Byram Healthcare Customer Service Manger in Salt Lake City, UT at Byram Healthcare

Date Posted: 6/11/2018

Job Snapshot

Job Description

POSITION SUMMARY

 

Manages the day-to-day operation of the Customer Service Department.  Manages interdepartmental workflows, supervises Customer Service Supervisors and staff, monitors service levels of the department, tracks account volume and makes adjustments and recommendations as appropriate.



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.      Discusses issues, develops solutions 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 answered within 30 seconds, percent of calls abandoned, etc. and makes staffing level adjustments as appropriate.

4.      Oversees all special and ongoing 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. 

6.      Visits accounts and participates in external conferences.

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

8.      Tests new enhancements to the Owens & Minor computer system.  Part of the Beta Testing Team. 

SUPPLEMENTAL JOB FUNCTIONS:  

  • Performs additional duties as directed.


Qualifications

EDUCATION & EXPERIENCE REQUIRED:  

  • Requires a High School Diploma or equivalent
  • Three or more years job-related experience
  • This position requires advanced knowledge of a specialized or technical field or a thorough knowledge of the practices and techniques of a professional field


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