Vice President, Customer Service

Description:
Position Summary: Responsible for the overall management of Customer Service intake process functions. Leads collaborative efforts with healthcare partners on strategic and operational issues and provides oversight and guidance to departmental operations. Works as a liaison between all departments within the region to improve processes. Supports leaders with referral sources to understand their unique needs and preferences to increase their loyalty to AdaptHealth. Manages activities related to referral processing for all service lines, obtaining applicable medical documentation, collecting patient financial responsibility and accurate entry into applicable application. Responsible for following standardized referral processes and ensuring standards and metrics are met associated with timeliness and accuracy of referral entry. Ensures staff are appropriately trained and held accountable for achieving departmental standards and goals. Identifies root cause issues and works with others to improve overall processes. Essential Functions and Job Responsibilities: • Supports the strategic and operational management of the region. • Responsible for achieving profitable growth, clinical excellence, and regulatory compliance through effective leadership. • Drive collaboration across the organization to identify needs and develop scalable solutions. • Prioritize objectives and implement strategies to achieve company initiatives as part of the leadership team. • Work with finance team to bring strong intelligence on competitive pricing that takes market demands and cost of goods into consideration; establish appropriate pricing for prospects and stay current with existing customers on pricing expectations. • Collaborate with Regional key stakeholders to achieve Company goals. • Directly and indirectly manage staff with the goal of enhancing professional development and personal growth. • Assist with responsibility of the regional operational budgets that support growth and service excellence. • Demonstrate situational agility and the ability to forecast trends and then train and lead teams in new directions to support sustainable growth. • Identifies root cause issues with referral processes and works with others to improve overall processes. • Collaborates with leadership in the management of retail, confirmation, or routing functions. • Manages activities related to referral processing for all service lines, obtaining applicable medical documentation, collecting patient financial responsibility and accurate entry into applicable application. • Creates an expectation of excellence, and improves staff performance, development, and moral, through timely, fair, and accurate performance evaluations, daily coaching, and mentoring, and or appropriate corrective action as needed. • Ensure adherence to quality standards, deadlines, proper procedures, regulations, and correcting errors or problems. • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. • Implement corporate or departmental policies, procedures, and service standards in conjunction with management. • Utilize reporting and data functionalities to increase output and improve assigned staff performance. • Oversight, review and offer strategic ideas to improve best business practices related to process workflow, increased production output and reducing cost, specifically associated to held revenue. • Develop and maintain working knowledge of current HME products and services offered by the company. • Maintain patient confidentiality and function within the guidelines of HIPAA. • Completes assigned compliance training and other educational programs as required. • Maintains compliant with AdaptHealth’s Compliance Program • Perform other related duties as assigned. Job Title: Vice President, Customer Service FLSA Classification: Exempt Department: Customer Service Rev Date: 08/20 Reports To: Regional Leader Approved by: Human Resources Job Description Management/Supervision: • Responsible for selection and hiring of qualified staff, ensuring an effective on-boarding, and providing comprehensive training and regular feedback. • Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. • Establishes annual goals and objectives for the department based on the organization’s strategic goals. • Responsible for achieving organizational performance and retention goals, including timely completion of performance evaluations.
Requirements:
Competency, Skills, and Abilities: • Strategic vision with the ability to execute. • Demonstrated leadership presence and maturity. • Impeccable judgment and ability to make sound decisions in a fast-paced, dynamic setting. • Excellent written and verbal communication skills • Executive-level presentation skills and ability to handle high-level client interactions. • Strong interpersonal, relationship-building, and negotiating skills. • High level of proficiency with Microsoft Office (Excel, Outlook, PowerPoint) Education and Experience Requirements: • Bachelor’s Degree from an accredited college or equivalent work experience • Fifteen (15) years Director experience in related position, preferably in the healthcare is required. • Valid and unrestricted driver’s license in the state of residence Physical Demands and Work Environment: • Must be able to bend, stoop, stretch, stand, and sit for extended periods. • Ability to perform repetitive motions of wrists, hands and/or fingers due to extensive computer use. • Work environment may be stressful at times, as overall office activities and work levels fluctuate. • Subject to long periods of sitting and exposure to computer screen. • Ability to lift to 5 to 10 pounds periodically as needed. • May be exposed to angry or irate customers, patients, or referral sources. • Ability to utilize a personal computer and other office equipment. • Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy. • Requires travel throughout service area and use of personal vehicles. Employee Acknowledgement This job description is intended as a summary of the primary responsibilities of and qualifications for this position. It is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required for this position either now or in the future. AdaptHealth reserves the right to amend this job description at any time with notice to the employee. By signing this job description, I acknowledge that I have reviewed the document and understand the expectations of the position. _________________________________ _______________________________ ____________