Byram Healthcare - Manager, Customer Service Job at Owens & Minor
At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
Owens & Minor teammate benefits include:
- Medical, dental, and vision insurance, available on first working day
- 401(k), eligibility after 30 days of employment
- Employee stock purchase plan
- Tuition reimbursement
- Development opportunities to grow your career with a global company
POSITION SUMMARY
Under the general direction of the Director Operations, this individual manages the day-to-day operation of the Customer Service Department. This includes managing the interdepartmental workflows, supervising the Customer Service Supervisors) and staff, monitoring service levels of the department, tracking account volume and making adjustments and recommendations as appropriate to their manager.
ESSENTIAL JOB FUNCTIONS
- Evaluates operations and makes recommendations regarding short and long-term plans for improving the day-to-day efficiencies and operation of the department.
- As interdepartmental workflows are identified, addresses the appropriate department manager to discuss issues and develop solutions. Once a course of action has been identified, implements the necessary changes into the daily workflow of the department.
- Monitors the service levels of the department on a daily basis including; number of lost calls answered within 30 seconds, percent of calls abandoned, etc. and makes staffing level adjustments as appropriate.
- Oversees all special and on going projects including, but not limited to, Retention, Continuity of Care, 90-day order supply, call monitoring, etc.
- Works closely with VPs of Sales and Sales Representatives to insure that service levels with Managed Care, Chronic, and Agency Accounts are consistently maintained. Visits accounts and participates in external conferences.
- Prepares, implements and presents the customer service-training program as it relates to the integration of new acquisitions.
- Tests new enhancements to the Byram computer system. Part of the Beta Testing Team. (The majority of this testing is done on own time).
KNOWLEDGE, SKILLS, & ABILITIES
Formal Education and Job-Related Experience:
This position requires a minimum formal education of High School Diploma or equivalent and minimum of 3 - 5 years job-related experience.
Desired (not required) criteria include:
Minimum Knowledge:
This position requires advanced knowledge of a specialized or technical field or a thorough knowledge of the practices and techniques of a professional field.
If you feel this opportunity could be the next step in your career, we encourage you to apply.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
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