Job Description

CUSTOMER SERVICE MANAGER

MedEnvios Healthcare is a National mail order medical equipment company specializing in Diabetic testing supplies. Medenvios Healthcare is currently looking for a Customer Service Manager Bilingual English/Spanish to lead, manage and supervise the daily operations of the Customer Service/Enrollment Department in our call center. Ensure adherence to company policies and procedures responsible for the integrity and efficiency of customer relations and communications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Represent MedEnvios Healthcare in a courteous and professional manner.

· Manages Customer Service personnel in all daily activities, including delegating and managing the department workload

· Manages the performance of the department by tracking and working to positively impact metrics that define a top tier customer service department.

· Investigates and formulates solutions to issues that impact customer service.

· Works to ensure customer service processes and procedures are aligned with other departments within the company

· Develop and implement improvement strategies when performance metrics are not met.

· Coach and guide supervisors, team leaders and customer service staff to improve performance.

· Ensure employee adherence to company policies and procedures, as well as HIPAA Laws and Medicare guidelines.

· Conduct performance reviews and when necessary implement disciplinary actions.

· Provides assistance and support to all departments and upper management, as needed.

· Additional requirements as directed by senior staff.

QUALIFICATIONS:

· MUST HAVE 5 YEARS’ EXPERIENCE IN A CALL CENTER ENVIRONMENT.

· Excellent verbal and written communication skills (English/Spanish)

· Business focus, which demonstrates an understanding of company’s vision, mission and strategy.

· Proven leadership skills.

· 3 years of experience with Microsoft Suite (Word, Excel and Power Point).

· Healthcare industry experience is a plus.

Company Description

MedEnvios Healthcare is a National mail order medical equipment company specializing in Diabetic testing supplies.