Director of Customer Experience

Handi Medical Supply is a Top Workplace and we are looking for talent who have a strong desire to live out our mission of enriching lives! If you have worked in a health care field, your skills might transfer well to this role!

Check out our career site and see what our culture is all about.

Full-time, in-office, Monday - Friday, 8:30am to 5pm, $90,000.00 - $130,000.00 / year

As the Director of Customer Experience, you will enrich lives by:

• Ensuring project deadlines and performance and productivity standards are established and met
• Implementing on-going training for team and other departments as needed
• Managing team workloads to ensure all tasks are being completed on time and accurately
• Developing and improving departmental workflows and operational processes and procedures
• Acting as a resource for all team members and referral sources in the practices, procedures, and policies with the scope of the position
• Remaining current with applicable accreditation, payer, state, and federal regulatory authorities that oversee the home medical equipment industry
• Analyzing daily, weekly, monthly, and quarterly reports to include overtime, expense ratios, and other reports to effectively manage the departments
• Ensuring response to concerns and complaints in a timely manner and in accordance with organizational guidelines
• Participating in system implementations, upgrades, and process automation projects as needed
• Delivering exceptional customer service and maintains positive, professional relationships with customers, internal partners, referral sources, and other key stakeholders

Handi was rated as a Top Work Place by the Star Tribune the last 8 years! We are thankful to our team members and are privileged to say we are a top place to work!

Supervisory Responsibilities:

• Hires, trains, and develops departmental staff and managers
• Organizes and oversees the work and schedules of departmental managers
• Establishes goals, refines strategies to achieve goals, mentors, and coaches team members
• Holds staff accountable to productivity expectations, organization policies, and best practices
• Conducts performance evaluations that are timely and constructive, providing recommendations for promotion and salary adjustment as appropriate
• Conducts regular meetings with staff to discuss goals, evaluate progress, and coach on areas of improvement in relation to goals
• Handles corrective action and termination of staff as needed and in accordance with company policy
• Plans and manages department budget and controls expenses

Candidates must meet the following requirements:

• Bachelor’s degree in related field. Related experience may substitute for the education requirement
• Seven-years related experience required
• Current knowledge of applicable federal, state, and local health care regulations
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills
• Ability to prioritize tasks and to delegate them when appropriate

Our Mission is to Enrich Lives with respect, integrity, compassion and excellence!

Benefits include but are not limited to:

• health
• dental
• vision
• 401K plus match
• incentive program
• life insurance
• paid time off
• paid holidays
• long-term disability
• short-term disability
• free parking
• volunteer pay
• green initiatives

We are on the Green Line!