About DME Serve:
Founded in 2021, DME Service Solutions, LLC strives to be the industry leader in global call center business process outsourcing service solutions. We are passionate about business growth, working to understand customers’ needs while collaborating to develop solutions. Our mission is to develop our clients’ brand value through positive customer experiences, while also helping them meet their strategic business goals. At DME Service Solutions, diversity, equity, and inclusion are more than words – it’s who we are. Our commitment to these values is unwavering. Our agents are passionate about serving communities of all backgrounds. Innovation and integrity are the core values of our business philosophy. Our employees receive a world-class employee experience and benefits, they pay that forward with their service to our clients and their customers. DME is dedicated to supporting the Healthcare industry; Our clients consist of biotech companies, medical device manufacturers and medical supply distributors
Key Responsibilities:
Leadership & Oversight
- Assign daily workloads and monitor adherence to schedules.
- Oversee execution of pre-visit, in-visit, and post-visit support tasks.
- Monitor call/chat/interaction queues in Cisco Finesse and Calabrio to maintain service levels.
Performance Management
- Track KPIs in Power BI and review performance trends.
- Conduct regular coaching and feedback sessions to address performance gaps.
- Manage attendance, adherence, and compliance tracking.
Escalation Handling
- Serve as point of contact for complex patient/provider concerns.
- Resolve technical or procedural issues in real-time.
- Coordinate with other departments to address system or process breakdowns.
Continuous Improvement
- Identify workflow inefficiencies and propose solutions.
- Collaborate with Training & Quality to implement process updates.
- Ensure compliance with HIPAA, data security, and client-specific policies.
Qualifications:
- 3 years of healthcare BPO experience, with at least 3 year in a supervisory or lead role.
- Proficiency in EPIC, Care Connect, HelloWorld, Amwell, and insurance verification tools.
- Strong leadership, analytical, and interpersonal skills.
- Strong communication and customer service skills
Preferred Qualifications:
- Experience with operational development preferred.
- Experience working with clients as a vendor/BPO.
- Startup / rapid growth experience
- Life sciences, pharmaceutical, or medical device experience.
