Catholic Health Initiatives Lead Sleep Compliance Team in Akron, Ohio

Responsibilities

Overview

The Sleep Compliance Team Leader trains and mentors Sleep Compliance Representatives with management and coordinates compliance and fulfillment activities. Serves as the primary internal representative of CornerStone in the area of compliance and fulfillment using the interactive voice response (IVR) system, as well as for live contacts initiated through the IVR, and live contacts resulting from Customer Service Representative overflow. The Team Leader is responsible for establishing and maintaining profitable relationships with both vendors and customers on behalf of the organization by obtaining and processing customer reorders, extracting and transmitting daily reports, coordinating vendor shipments, correcting orders placed in error, and resolving returns, responding to customer questions or escalated concerns, and documenting all internally. The Team Leader conveys to the customer a sense of expertise in our services and capabilities. The Team Leader is also responsible for communicating customer resupply orders to the internal and external shippers in accordance with company policies and procedures. The Team Leader provides value and works to deliver exceptional service to our customers by being: accountable, knowledgeable, courteous, understanding, responsive, and strives to excel by going above and beyond standard customer service expectations.

Duties and Responsibilities

  1. Supports Consolidated Health Service’s and Catholic Health Initiatives National Home Care’s mission, values, strategic goals and high standards of customer service. Consistently lives People First Behaviors.

  2. Adheres to the Corporate Compliance Program, including confidentiality of HIPAA protected health information.

  3. Follows the policies and procedures of the company.

  4. Maintains or exceeds competencies covered in evaluation: infection control, areas of knowledge, applicable OSHA regulations, complaint and recall policies, applicable DOT regulations, HME setup and education of clients, etc.

  5. Ensures customers are contacted on a routine basis in an attempt to educate customer on compliance and replenish requested supplies:

a) Coordinates between external and internal databases to facilitate contact with customer in specified timeframe.

b) Determines the best method for providing services.

  1. Responds to more difficult or complex telephone, fax and EDI orders from referral sources, vendors, and customers. Generates return tickets for the department and assures accurate billing/crediting.

  2. Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action.

  3. Performs quality checks on subordinate staff.

  4. Confirms department orders for billing following all insurance and company guidelines.

  5. Identifies error trends / inconsistencies and plans for improvement or corrective action.

  6. Coaches and organizes work assignments. Ensures work is performed timely and accurate and assigns additional work assignments when necessary

  7. Trains new associates and mentors less experienced personnel.

  8. Monitors staffing levels based on call center volume and IVR order and task volume.

  9. Act as back up to subordinate staff and carry workload similar to a Sleep Team Supervisor.

  10. Assists in acquisition on-boarding into the compliance program

  11. Works with vendors as well as internal purchasing department to assure products and software are available and accurate

a. Assists with finding most profitable products available to company and works with vendors to stay educated on these products

b. Trains other associates in department on these products as they become available

c. Transmits daily reports for order shipment by vendor to customer/patient

  1. Processes customer orders and exceptions in a courteous, efficient and timely manner:

a) Responds to telephone, mail, email, and web order requests.

b) Ensures consistency between internal billing software and external order database with the creation of sales orders and detailed note documentation.

c) Manages contacts professionally, efficiently and with good communication skills.

d) Attends to customer questions, complaints and concerns immediately, and facilitates satisfactory resolution.

  1. Organizes workflow to meet customer as well as department deadlines.

  2. Ensures customer service staff effectively responds to compliance and resupply calls and tasks.

a. Troubleshoots equipment issues and compliancy concerns with customer to alleviate Respiratory Therapy intervention.

b. Educates customer on all cleaning/disinfection techniques as well as best practices for replacing supplies.

  1. The Team Leader works with other associates and, together, all are accountable for meeting the monthly, quarterly, and annual revenue and sales goals of CornerStone. The sales and strategic marketing activities will be designed to achieve these revenue goals. In turn, the Team Leader is essential in meeting company goals:

a) Guarantees satisfaction and value for our customers.

b) Contributes to a work environment that fosters pride in being part of a winning team and promotes personal growth.

c) Maintains personal productivity and quality standards that make possible attractive financial returns for the company and associates.

d) Controls costs by being efficient.

  1. Because the Team Leader is in contact with current customers, and the Team Leader s in a strong position to influence their satisfaction and our company prosperity, this position requires the following ongoing behaviors:

a) Tact and sensitivity.

b) Professionalism.

c) Intently listening to the needs and questions posed by customers and prospects, providing suitable options.

d) Swiftly solving problems.

e) Uncovering opportunities to provide better support to customers in the future.

  1. All other duties as assigned.

Qualifications

  1. High school diploma or equivalent.

  2. Knowledge of home medical equipment and government and private insurance guidelines.

  3. Three years of customer service/telephone sales experience (HME/DME preferred).

  4. Proficient in MS Office; ability to learn other software quickly.

  5. Priority setting/time management skills.

  6. Strong interpersonal, collaboration, team building and leadership skills; the ability to engage, positively influence, lead and work effectively with others, including those from diverse groups and those with opposing points of view.

  7. Excellent verbal and written communication skills, strong basic math skills.

  8. Strong interpersonal skills.

  9. Customer service focused.

  10. Accuracy and detail oriented.

  11. Additional customer service competencies of emotional self-awareness, self-confidence, self-control, trustworthiness, conscientiousness, adaptability, innovativeness, self-motivation, drive to achieve, initiative, persistence in pursuing goals despite obstacles and setbacks.

Our Commitment To You We have a tremendous responsibility to the people we serve. We strive to hire individuals who share our values and who are driven to make a difference. Applicants whose experience, skills and qualifications match our "Hire the Best" criteria will be invited to interview. Equal Employment Opportunity

All of our personnel actions, including recruiting, hiring, compensation, benefits, promotions, transfers and company sponsored training will be administered without regard to race, color, religion, sex, age, national origin, disability, or other protected status as provided by law. EOE Minorities/Females/Protected Veterans/Individuals with Disabilities.

How to Apply

Please click the ‘APPLY NOW’ button to apply for this position. You will be prompted to create a user name and password. Please retain your user name and password for possible future use.

Please Note: We require your last five (5) employers on the application. When uploading a resume, please attach only a Microsoft Word or Adobe PDF document. Please complete each portion of the online application to include and expand on sharing experience from your resume.

Company Overview

If you are looking for more out of your career, your journey begins here with Cornerstone Medical Services. Cornerstone Medical Services is a provider of home medical equipment and respiratory services in Akron, Blue Ash, Columbus and Troy, Ohio. Although our footprint is large, it is our mission to treat each patient and the community they live in as our own.

Each and every day we strive to provide the best quality products and service. It’s not about just delivering exceptional care; it’s about delivering an exceptional experience to our patients and those around them by promoting a healthy lifestyle through the care we provide in their home. Cornerstone Medical Services is proud to be accredited by Community Health Accreditation Program, which assures the highest standard of quality care and patient safety.

Cornerstone Medical Services is a company within CHI Health at Home, a home based health services organization. CHI Health at Home serves as the national home care provider for Catholic Health Initiatives (CHI), a national nonprofit health system. Catholic Health Initiatives provides care in 18 states and comprises 93 hospitals, including four academic medical centers and teaching hospitals; 24 critical-access facilities; community health services organizations; accredited nursing colleges; home-health agencies; and other facilities that span the inpatient and outpatient continuum of care.

Contact Company: CornerStone Midwest

Location: US-OH, Akron