Intake Manager bei Aspen Infusion

Description

JOB TITLE: Intake Manager

EMPLOYER: Twelfth One, LLC dba Aspen Infusion

DEPARTMENT: Intake

REPORTS TO: Director of Operations

SUMMARY: The Customer Service Manager is responsible for providing customer support to existing referral sources and patients of the pharmacy.

DUTIES AND RESPONSIBILITIES:

• Report any misconduct, suspicious or unethical activities to the Compliance Officer.
• Responsible for the maintenance of referral flow, to include patient registration, insurance verification, patient communication, upfront collection of patient copays, documentation, and real time updates on Glip.
• Oversight and ongoing training of Intake Coordinators.
• Develop new processes/tools to streamline the referral process.
• Represent the pharmacy in a professional and courteous manner in all interactions with patients.
• Route patient referrals to the appropriate department or individual(s) in the pharmacy.
• Communicate patient information necessary to schedule home infusion therapy services.
• Determine correct resolution to patient complaints; take corrective action, and monitor results.
• Prepare and secure LOA’s, ABN’s, and patient consent forms.
• Oversee record keeping so that all information is accurate and complete and manage the flow of up-to-date information between customer service department and other parts of the pharmacy, such as the accounts payable and billing departments.
• Monitor operational expenses for compliance with the pharmacy expense budget.
• Provide reports on customer services to the manager.
• Ensure the implementation of processes to measure, assess, and improve the performance of the customer service department activities of the pharmacy.
• Develop, review, and suggest changes to customer service policies and procedures as needed.
• Ensure ongoing compliance with all laws and regulations; ensure that the department meets or exceeds accreditation standards; and implements ‘’best practices’’ in all departmental activities.
• Recruit hire and direct customer service department staff members.
• Arrange for performance evaluation of each member of the customer service department staff annually; establish annual performance goals, and monitor progress toward these goals on a consistent basis.
• Review and approve time clocks for department staff.
• Delegate authority as necessary to ensure that all responsibilities of this position are fulfilled in a timely and accurate manner.
• Participate in surveys conducted by authorized inspection agencies.
• Participate in the pharmacy’s Performance Improvement program as requested by the Performance Improvement Coordinator.
• Participate in pharmacy committees when requested.
• Participate in in-service education programs provided by the pharmacy.
• Pursue continuing education programs appropriate to job responsibilities.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises 9 employees within the department.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Requirements

QUALIFICATIONS:

• High school diploma or general education degree (GED), or one to three years related experience and/or training, or equivalent combination of education and experience.
• Ability to organize and plan the activities of subordinates, and to delegate appropriately.
• Organizational skills sufficient to maintain consistently accurate records.
• Experience in Customer Service and leadership role.
• Ability to evaluate options and to make efficient decisions.
• Organizational skills sufficient to maintain consistently accurate records.
• Computer skills that include proficiency with spreadsheets and use of the internet, as well as word processing, and efficient use of the internet and e-mail.

COMPETENCIES:

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.; Continually works to improve supervisory skills.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand, walk, sit, talk, and hear.
• Continually required to utilize hand and finger dexterity.
• While performing the duties of this job, the noise level in the work environment is moderate.
• The employee must occasionally lift and/or move up to _30__ pounds.
• Specific vision abilities required by this job include: Close vision; Distance vision; Peripheral vision; Depth perception and ability to adjust focus.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.