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Working one-on-one, you really become a team with your patient.
– Vanessa, Private Duty Nurse
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Patient Support Supervisor (REMOTE)

Job Details

Requisition #:
194903

Location:
Houston, TX 77095

Category:
OT

Salary:
$53,000 - $57,000 per year

Position Details

Aveanna Healthcare is the largest provider of home care to thousands of patients and families, and we are looking for caring, compassionate people who are driven to fulfill our mission to revolutionize the way pediatric healthcare is delivered, one patient at a time.

At Aveanna, every employee plays an important role in bringing our mission to life. The ongoing growth and success of Aveanna Healthcare remain dependent on our continued ability to consistently deliver compassionate, committed care for medically fragile patients. We are looking for talented and committed individuals in search of a rewarding career with a company that values Compassion, Integrity, Accountability, Trust, Innovation, Compliance, and Fun.

Position Overview

The Patient Support Supervisor oversees the call center operations for Aveanna Medical Solutions. This individual is responsible for ensuring the effective management of inbound calls answered by Patient Support Representatives (agents).

The starting pay for our Patient Support Supervisor is $53,000 per year. In addition to compensation, our full-time employees are eligbile to receive the following competitive benefit package including: Health, Dental, Vision, Life and many other options, 401(k) Savings Plan with Employer Match, Employee Stock Purchase Plan, and 100% Remote Opportunity!

Essential Job Functions
• Manage the day-to-day progress of the Patient Support team, including but not limited to functions related to new patient intake, monthly recurring orders, change order prescriptions and billing inquiries to assist callers without having to transfer to another department.

• Oversee the hiring process, ensuring qualified candidates are selected and provided the appropriate amount of training at time of hire.

• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.

• Set, maintain and uphold key performance metrics to ensure the best customer experience (including but not limited to Answer Rate, Call Abandon Rate, Hold Times, Average Handle Time, After Call Work, etc.).

• Tracks and reports contact center performance against objectives and goals (including but not limited to Quality Scores, Call Volume, Customer Satisfaction). Ability to identify and analyze reasons for any spikes in call volume.

• Determine anticipated higher call volume times and ensure the Patient Support Center is adequately staffed.

• Consistently monitoring schedule adherence and the minimization of all unnecessary distractions to ensure calls are answered in a timely manner.

• Set, maintain and uphold an internal call quality program, ensuring calls are monitored and scored by department supervisor and team lead(s) on a regular basis in order to provide each agent with real time feedback on strengths and areas for improvement.

• Motivate agents to focus on excellent patient satisfaction by handling complaints and answering questions without having to escalate calls to a supervisor.

• Consistently looks for ways to improve quality of work and the customer’s experience.

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

• Support the Aveanna mission and culture by demonstrating our core values - compassion, team integrity, accountability, trust, innovation inclusion and fun.

• Upon employment, all employees are required to fully comply with company’s policies and

Requirements
• Associate's Degree in Medical Office Management or related at minimum
• 5 or more years as a call center supervisor or above, specializing in healthcare support/customer service support role or related role.

• 5 or more years of experience with digital phone applications

• 5 or more years of experience with understanding, analyzing, and improving call center KPIs.

• 1 or more years with managing a remote team and/or working remotely.
• Proficient in Microsoft suite of products including Outlook, Word and Excel

Preferences
• Education or experience equivalent to a bachelor’s degree in related field highly preferred
• Prior experience working with DME and Enteral nutrition products.

• Prior experience with Brightree or related EMR system.

• Proven work experience with a high level of detailed documentation for tracking trends and building new processes.

Other Skills/Abilities
• Must be able to adhere to confidentiality standards and professional boundaries at all times
• Attention to detail
• Time Management
• Ability to remain calm and professional in stressful situations
• Strong commitment to excellence
• Quick-thinking and astute decision making skills
• Effective problem-solving and conflict resolution
• Excellent organization and communication skills
• Leadership skills
• Ability to train team members

Other Duties
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Employment Opportunity and Affirmative Action: Aveanna provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Aveanna complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.

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Why work for Aveanna?

  • Thorough training
  • Flexible schedules
  • Electronic charting
  • Access to a clinical supervisor 24/7
  • Tuition Reimbursement
  • Advancement opportunities
  • Weekly pay via multiple payment options