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Customer Care Manager - Hybrid

Company: North Coast Medical Supply LLC
Location: Carlsbad
Posted on: January 26, 2023

Job Description:

The NCMS New Patient Care Manager is responsible for overseeing the implementation and delivery of strategic initiatives within the New Patient Care department. The New Patient Care Manager will work within the scope of responsibilities as dictated below with guidance and support from our New Patient Care leadership team.

Essential Functions


  • Oversees day-to-day operations of the New Patient Care department. Works closely with the New Patient Care leadership team to ensure that department & production goals are communicated, understood, and ultimately realized by all department team members.
  • Works closely with the Management Team to recognize & seize opportunities for continuous quality improvement. Generates & uses creative ideas to improve processes, systems, products, or services. Offers solutions for more effective & higher quality customer service & patient care.
  • Demonstrates a sense of ownership, pride, and urgency in task completion. Accepts personal responsibility for department productivity. Works diligently to overcome obstacles or challenges.
  • Demonstrates a solid understanding of internal & external customers. Demonstrates dedication to ensuring that customer expectations & requirements are met. Encourages & promotes awareness of customer needs in team members' communications, actions, and product/service delivery.
  • Promotes a team-oriented work environment by encouraging & demonstrating cooperation, collaboration, and co-ownership of processes. Communicates & works effectively with individuals across the company to accomplish goals & resolve problems. Fosters a team-oriented work environment by encouraging the building & maintenance of constructive work relationships.
  • Promotes a comfortable, friendly work environment and encourages active involvement of employees. Understands different personalities and traits and handles employee problems professionally and confidentially. Handles sensitive situations with confidence.
  • Keep an open-door policy and communicate with Supervisors and Team Leaders to understand the department's performance and identify areas that need additional support. Encourage open communication to achieve mutual understanding to lead the team effectively.
  • Walks the floor to maintain awareness of team members' day-to-day activities, and to convey a perception of management as a positive, supportive presence for all employees. Is willing to become hands-on with the team, or directly involved in operations as necessary or required.
  • Ensures appropriate selection & development of team members. Effectively identifies staffing needs, defines selection criteria, works closely with recruitment team to select individuals with a high probability for successful contribution to ADS/USMED. Assumes responsibility for team member training and development.
  • Acts as a model for embracing and exemplifying ADS core values:

    o We grow together
    o We care
    o We obsess over the customer experience
    o We commit
    o We WOW!

    • May perform any additional responsibilities or special projects as required.
    • Duties and responsibilities may be subject to change based upon the needs of the department.
    • May provide cross-functional support as business needs demand.


      Minimum Requirements

      • Combined education, training, and experience resulting in a strong familiarity with the standard concepts, practices, and procedures related to DME products, sales, and patient services
      • Hands-on knowledge of DME product and service rules, laws, and guidelines
      • 3+ years' supervisory or leadership experience, managing DME operations
      • Full knowledge of all areas of CPAP specialization: processes, systems, products, and services
      • Intermediate level of MS Office proficiency


        Expected Competencies

        • Friendly, professional, and effective communications skills; able to calmly present solutions in challenging situations
        • Strong leadership & problem-solving skills
        • Self-directed accountability and reliability --- Able to manage & prioritize multiple tasks/projects, work autonomously, and meet deadlines
        • Able to work well in a team environment that promotes inclusiveness & communication among team members
        • Able to demonstrate self-motivation, confidence, energy, and creativity
        • Cultural competence


          Physical Demands

          The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions. While performing the responsibilities of the job, the employee is required to remain in a stationary position most of the time (stand or sit).

          While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand, walk and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.


          Other Requirements

          Candidates must successfully pass a background check.


          Position Classification

          This position is exempt. ADS/North Coast Medical Supply is an equal opportunity employer. Candidates must be able to provide proof of eligibility to work in the United States without support; sponsorship is not available.


          Compensation Package

          Salary ranges may vary depending on location. The general hiring rate for this position is $64,480 per year salary.
          Actual compensation depends on education, experience and relevant skills. In addition, benefits include:

          --- Health, Dental & Vision options
          --- FSA and HSA plan with Employer Contribution
          --- Employer paid EAP
          --- 401k with 4% Company Match
          --- Discretionary Profit Sharing Plan
          --- Paid Time Off (PTO) Including 8 Paid Holidays and a Birthday Holiday
          --- On-Site Gym
          --- In-house Training Programs
          --- A fun culture in a fast-growing organization!PI201979487

Keywords: North Coast Medical Supply LLC, San Diego , Customer Care Manager - Hybrid, Executive , Carlsbad, California

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