National Seating & Mobility · 7 hours ago
Operations Supervisor
Milwaukee, Wisconsin, United States
Full-time
Onsite
Mid LevelNational Seating & Mobility is an organization dedicated to making a positive impact on the lives of individuals they serve. The Operations Supervisor will oversee the operations of the service department, ensuring quality control and efficient communication between technicians and customers while addressing inquiries and complaints.
Health CareInformation TechnologyMedical
Responsibilities
Work with Technicians to prepare and effectively communicate repair quotes
Supervise equipment delivered to maintain quality control
Maintain an adequate and appropriate supply of repair parts
Purchase special parts only as needed and on the most cost efficient basis
Perform accurate physical inventory as required by the company, utilizing systems and procedures
Insure all orders are worked with-in the 7 day compliance standard (Prior to RTP, after released to purchase)
Monitor CSR Ques for Compliance; Schedule delivery dates and posting are current
Execute all returns and credits in a timely manner to insure integrity of in-shop numbers and NSM’s ability to obtain credits from vendors for unneeded parts/chairs
Monitor Navigation systems to identify delays or inefficiencies in routing
Review the Branch Operating Report daily
Assure CSRs and Technicians are providing compassionate and positive interaction to customers
Resolve customer concerns and complaints in a constructive manner, serving as an intermediary between customer concerns and company needs
Immediately investigate and resolve client problems concerning about equipment requiring service, working to obtain responsiveness and notate in the system
Receive, Investigate, and respond quickly and professionally to all customer inquiries regarding shipments, products, deliveries and complaints. Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action: When customer problem and questions arise, be able to answer equipment and clinical questions to the customer’s satisfaction, maintain accurate and complete documentation of complaints and resolution
Provide skillful handling of grieving, upset or difficult customers. Work proactively with patients/ clients to solve a variety of problems, acting as a company field representative
Comply with all company policies and current government regulations and professional standards respecting patient care, including those of accrediting organizations
Have familiarity with service requirements of each piece of equipment provided or owned by the company
Create, submit and maintain proper paperwork for warranty work
When dealing directly with customers, execute proper hand washing techniques between patients and utilize Universal precautions
Maintain or assist with maintaining appropriate storage of dirty and clean equipment
Place items back in stock on a daily basis
Serve as liaison between the team and the rest of the company, facilitating better communication between the team and company
Organize and manage effective team meetings
Coordinate paperwork, workflow, and scheduled appointments for the service department, while providing outstanding and efficient service to customers. Work with manager to assure the department is functioning effectively
Qualification
Required
High School Diploma or equivalency required
Knowledge of medical billing
Organizational, problem solving and time management skills
Ability to multitask while maintaining accuracy and attention to detail
Ability to work independently and in a team environment
Preferred
Previous HME or DME experience is preferred
Experience as a team lead or supervisor
Experience with distribution and scheduling
Benefits
401k
Company paid Long Term Disability
Tuition reimbursement
Company
National Seating & Mobility
Provide the highest quality seating and powered/unpowered wheeled mobility devices, plus a wide variety of adaptive technologies.
Founded in 1992
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2019-10-07Acquired
Leadership Team
Charles Bodner
Chief Financial Officer
Ann Mahaffey
Senior Vice President
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