Why Join DASCO?
DASCO is growing! Voted one of the 2019, 2020, 2021, 2022 AND 2023 Top Places to Work in Columbus CEO magazine. We've also been named as one of America's Fast-Growing companies by Inc. 5000! Join Us!
Our benefits include: competitive compensation based on industry standards, an excellent benefits package, which includes: generous 401(k) match with immediate vesting, growth opportunities, health insurance benefit opportunities which include Medical, Dental, Vision, excellent PTO which increases based on tenure, holiday pay, and a fantastic company culture!
About DASCO:
DASCO Home Medical Equipment (HME) is dedicated to enhancing patient quality of life through compassionate and reliable home medical services. We are committed to providing high-quality medical equipment, supporting patient needs, and ensuring a seamless experience with every interaction. Join our team of professionals who are passionate about delivering exceptional service and improving patient outcomes.
SUMMARY:
The Medical Billing Assistant Call Center Manager will be instrumental in supporting team members, ensuring top-quality service, and improving productivity and collections in the Patient Pay department. This remote role blends hands-on management with strategic oversight in coaching, quality assurance, patient responsibility data management, and driving agent performance.
Key Responsibilities:
1. Call Monitoring & Quality Scoring (20%)
- Monitor and evaluate call interactions to ensure compliance with company standards and exceptional patient service.
- Conduct quality scoring and provide constructive feedback to team members.
- Identify trends and improvement areas to enhance the patient experience.
2. Coaching & Training (20%)
- Conduct coaching sessions to support team members in achieving performance goals and improving service delivery.
- Deliver training on best practices, new protocols, and system updates to keep the team informed and effective.
- Work with trainers to develop training materials and identify opportunities for continuous development.
3. Patient Responsibility Data Management (20%)
- Oversee data management related to patient responsibility, ensuring timely and accurate entry and reporting.
- Collaborate with team members to address discrepancies, improve workflows, and maintain compliance with financial guidelines.
- Generate and analyze patient responsibility reports to identify process improvement opportunities.
4. Drive Agent Results – Collections & Productivity (20%)
- Set and communicate goals for collections and productivity, guiding agents to achieve and exceed targets.
- Monitor and analyze individual and team performance, implementing strategies to optimize efficiency.
- Provide ongoing performance feedback and lead process improvements to enhance collections outcomes.
5. General Time & Task Management (20%)
- Assist in managing daily operations, including scheduling, reporting, and resource allocation to meet team needs.
- Participate in team meetings and support performance reviews.
- Maintain accurate records of activities and regularly report on department metrics and achievements.
REQUIRED EDUCATION, SKILLS, AND/OR EXPERIENCE:
- High School diploma or GED equivalent
- 2+ years' experience with patient data entry into EMR (Electronic Medical Records) system in a healthcare setting
- Outstanding communication skills
- Exceptional problem-solving abilities
- Passion for service
PREFERRED EDUCATION, SKILLS AND/OR EXPERIENCE:
- Call Center experience in healthcare or patient services
- Bilingual abilities (English and Spanish)
- Knowledge of the NICE CX1 platform and Brightree EMR
- Familiarity with Home Medical Equipment or Durable Medical Equipment (HME or DME) industry
- Experience in Supervising or mentoring Call Center staff
ADDITIONAL QUALIFICATIONS:
- Competence in Windows-based applications.
- Proven experience in a call center or customer service environment.
- Strong skills in quality monitoring, coaching, training, and patient responsibility management systems.
COMPETENCIES:
- Typing and Data Entry
- Service/client focus
- Detail-oriented
- Flexibility
- Results driven
- Good communication skills
- Proper grammar & etiquette for phone, email & WebChat
POSITION TYPE/EXPECTED HOURS OF WORK:
Full-time remote position with normal working hours of Monday-Friday, 8:00am to 5:00pm
SUPERVISORY RESPONSIBILITY:
This position supervises the day-to-day work of all team members including production, work quality, coaching, and counseling but is not responsible for hiring, discipline, or termination of employment.
WORK ENVIRONMENT:
Designated work area at home.
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.
The employee is typically required to sit; frequently stands, occasionally required to climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 10 pounds and rarely lift and/or move up to 25 pounds. Specific vision abilities required by this job include both close and distance vision, color and peripheral vision, depth perception and ability to adjust focus.
TRAVEL:
Travel is not typically required for this position.
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.
OUR MISSON:
At DASCO Home Medical Equipment, our mission is to help people breathe, sleep and feel better while serving with a loving heart. We're not just a company; we're a lifeline to those in need, providing essential medical equipment to improve and empower lives. With a robust presence across 14 states and a commitment to growth, our accolades from Columbus CEO magazine and Inc. Magazine speak to our dedication and excellence. But our true pride comes from the heartfelt service we provide to our patients every day.
BE PART OF OUR JOURNEY:
If you are looking to make a real difference and are drawn to a career that rewards your heart as much as your skills, we invite you to apply. Dive into a role where you can embody our motto, “Service with a Loving Heart,” each day. Join DASCO Home Medical Equipment's mission to deliver unparalleled care and support across the nation. Apply now and contribute to a team that changes lives with every action.
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