Operations Supervisor

Duties and Responsibilities / Essential Functions

• 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.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is regularly required to sit; use hands repetitively to operate standard office equipment. The employee is frequently required to reach with hands and arms.

Required Education, Experience & Competencies

• High School Diploma or equivalency required.
• Knowledge of equipment.
• 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.
• Previous HME or DME experience is preferred.
• Experience as a team lead or supervisor.
• Experience with distribution and scheduling.