Operations Supervisor

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

Job Duties and Responsibilities

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service. 
• Monitors or reviews calls or other correspondence between representatives and customers. 
• Ensures that representatives are informed about changes to company products and services. 
• Collects data and prepares reports on customer complaints and inquiries. 
• Prepares monthly reports summarizing the assigned customer service team’s performance. 
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions. 
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Client Manager or other appropriate staff. 
• Assists with budget preparation for the Customer Service department. 
• Performs other related duties as assigned. 
• Assist with hiring of entry-level customer service employees. 
• Train new employees in the company’s customer service policies, procedures, and best practices. 
• Organize and oversees the schedules and work of assigned staff. 
• Helps pull metric for employee performance evaluations. 

Job Required Qualification

1. A minimum of 3 years DME/CPAP Experience
2. A minimum of 1 year of Brightree Experience
3. 3 years’ work experience as Operation Supervisor; healthcare related program preferred
4. Knowledge in Patient Demographics, CMN, Chart Notes, and Insurance information
5. Ability to multi-task with all of the above
6. Must have the ability to remain focused and calm during stressful situations
7. In depth knowledge of how US health insurance works
8. Must have the ability to speak, read, and write in English clearly and professionally
9. Possess strong organizational skills and prioritization

Travel Required

• 0 – 10%  

Language Skills    

Must be able to communicate effectively in English.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization.  

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.