Operations Supervisor

BASIC RESPONSIBILITIES:

• Work with Technicians to prepare and effectively communicate repair quotes
• Supervise equipment delivered to maintain quality control
• Maintain an adequate and appropriate supply of repair parts
• Purchase special parts only as needed and on the most cost efficient basis
• Perform accurate physical inventory as required by the company, utilizing systems and procedures
• Insure all orders are worked with-in the 7 day compliance standard (Prior to RTP, After released to purchase)
• Monitor CSR Ques for Compliance; Schedule delivery dates and Posting are current.
• Execute all returns and credits in a timely manner to insure integrity of in-shop numbers and NSM’s ability to obtain credits from vendors for unneeded parts/chairs
• Monitor Navigation systems to identify delays or inefficiencies in routing.
• Review the Branch Operating Report daily.
• Assure CSRs and Technicians are providing compassionate and positive interaction to customers
• Resolve customer concerns and complaints in a constructive manner, serving as an intermediary between customer concerns and company needs.
• Immediately investigate and resolve client problems concerning about equipment requiring service, working to obtain responsiveness and notate in the system.
• Receive, Investigate, and respond quickly and professionally to all customer inquiries regarding shipments, products, deliveries and complaints. Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action: When customer problem and questions arise, be able to answer equipment and clinical questions to the customer’s satisfaction, maintain accurate and complete documentation of complaints and resolution.
• Provide skillful handling of grieving, upset or difficult customers. Work proactively with patients/ clients to solve a variety of problems, acting as a company field representative.
• Comply with all applicable company policies, procedures, and patient protocols.
• Comply with all current government regulations and professional standards respecting patient care, including those of accrediting organizations
• Have familiarity with service requirements of each piece of equipment provided or owned by the company.
• Create, submit and maintain proper paperwork for warranty work.
• When dealing directly with customers, execute proper hand washing techniques between patients and utilize Universal precautions.
• Maintain or assist with maintaining appropriate storage of dirty and clean equipment
• Follow the bagging and tagging procedure
• Place items back in stock on a daily basis
• When necessary, provide assistance to others when workloads increase.
• Take initiative in finding ways to contribute to the organization
• Be willingly involved in cross training, when possible
• Understand goals set for team and direct the team’s efforts toward goals
• Serve as liaison between the team and the rest of the company, facilitating better communication between the team and company.
• Provide Motivational atmosphere for the team and lead by example
• Organize and manage effective team meetings
• Maintain the company’s image and reputation at the highest possible level
• Conduct oneself in a professional and ethical manner at all times, including personal appearance and work space.
• Understand and practice the rules regarding patient confidentiality, HIPAA, and compliance, and safety. Adhere to all state and federally mandated standards regarding confidentiality and patient rights.
• Deal effectively with stress and use good judgment
• Act as a mentor and teacher to the staff
• Other duties as assigned by management

QUALIFICATIONS:

• Knowledge of Equipment
• Medical Billing knowledge
• Organizational skills, time management skills.
• Problem solving skills and ability to find appropriate solutions
• Ability to multitask while maintaining accuracy and attention to detail
• Ability to work independently and in a team environment.
• Previous HME or DME experience a plus
• High School Diploma or equivalency required
• Experience as a team lead or supervisor
• Experience with distribution and scheduling

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)