Position Summary: The Client Support Services Manager coordinates and overseas communication between the Customer Service department and office staff, and additionally, overseas processes for Adaptive Aids and Minor Home modification requests. Tasks Customer Service:
Assists in the development, implementation and coordination of processes of the customer service representative team.
Assists in the planning, implementation, and coordination of the goals established for the customer service team.
Conducts training and development programs for new/existing Customer Service Representatives.
Assists in or accepts and processes referrals, notifications or concerns directed at Customer Service.
Enters new client/patient information into agency data base and distributes correspondence as required by process and obtains physician orders as needed.
Documents any delays in client/patient's treatment or service and notifies the appropriate staff member(s), physician, patient, and/or referral source as required by process.
Works to develop staff to convey excellent customer service delivery and ensures that all office staff complaints are documented and followed up on.
Adaptive Aids
Assists in the development, implementation and coordination of processes of the Adaptive Aids Specialist team.
Assists in the planning, implementation, and coordination of the goals established for the Adaptive Aids Specialist team.
Conducts training and development programs for new/existing Adaptive Aids Specialists.
Assists in or accepts and processes Adaptive Aids and Minor Home modification requests, or concerns directed at the Adaptive Aids Specialists.
Enters new Adaptive Aids and Minor Home Modifications requests into agency data base and distributes
correspondence as required by process and obtains physician orders as needed.
Documents any delays in Adaptive Aids and Minor Home modification requests and notifies the appropriate staff member(s), patient, and/or referral source as required by process
Works to develop staff to convey excellent customer service delivery and ensures that all office staff complaints are documented and followed up on.
Office Service
Maintains day- to-day staffing adjustments as needed to accommodate for training, illness or unexpected staffing shortfalls. Approves time-off requests.
Maintains time-clock approvals, applies correction as needed and manages/approves overtime if indicated.
Ensures timely verification of client payor and eligibility; obtains initial authorization for service(s); and maintains activity records as required by process.
Maintains uploading efficiency by planning, implementing and ensuring that it is being done on a timely and consistent basis.
Maintains good communication between departments and coordinates services as needed.
Implements cross training within the department and monitors any authorization, scheduling or customer care issues.
Conducts initial and annual performance evaluations and provides coaching/counseling as needed.
Observes confidentiality policies at all times.
Completes all other duties, as assigned by appropriate supervisor, timely and accurately.
Skills/Attributes
Able to work independently.
Able to work with a team to accomplish goals and objectives.
Excellent time management skills.
Effective organizational skills with strong attention to detail.
Excellent interpersonal relations skills, including active listening skills such as giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate.
Willingness to work with health care professionals, clients, families, and the general public.
Written and verbal communication skills are required to communicate effectively as appropriate to the needs of the audience.
Must be able to read, write and comprehend English; must be able to communicate effectively in English.
Experience And Education
High school diploma, some college preferred.
At least one year of experience in office management required; or
Equivalent combination of education and experience.
Possess the ability to develop and maintain a good rapport with clients and office staff.
Must be able to demonstrate competence with computer applications such as MS Word and Excel and have the ability to readily learn agency specific software.
Ability to type 35 wpm with 80% accuracy and 80% accuracy in Excel is preferred.
Physical Requirements
Ability to work up to a minimum of 40 hours per week.
Sitting in a normal seated position for extended periods of time.
Reaching by extending hand(s) or arm(s) in any direction.
Finger dexterity required to manipulate objects with fingers rather than with words, hand(s) or arm(s); for example, using the keyboard.
Communication skills using the spoken word.
Ability to see within normal parameters.
Ability to hear within normal range.
Ability to move about.
To apply, please use this link: https://dsswtx.jotform.com/220836269749065