Job Description SummaryBe part of something bigger! Liberator Medical Supply™ (LMS) has been serving urology and ostomy customers for more than two decades. LMS is dedicated to providing high-quality, innovative medical supplies combined with exemplary customer service, discreet delivery of supplies and support with insurance paperwork and representation. We have an immediate need for a Link Program Team Leader! This is a 100% remote, work from home position! General supervision and leadership of a specific group of LINK Program team members responsible for placing patient orders, obtaining the necessary documentation from physicians to substantiate a patient’s need for medical supplies as required by their insurance providers, supporting the field sales team. # Job Description PRIMARY DUTIES AND RESPONSIBILITIES Facilitation and follow up of new hire development to include departmental training facilitated side by side, detailed review of work product with desk side coaching for errors, and reporting any new hire discovered issues with productivity, training, or policy adherence to direct supervisor promptly. Workforce management to include tracking scheduled and unscheduled attendance occurrences via departmental reporting mechanism, and assigning overtime or shift schedule changes depending on workflow in a timely and responsive manner. Existing team member development to include a minimum of 4 hours per week of scheduled desk side coaching with review of departmental errors and compliance feedback. Creates and maintains reports to review aging files and facilitate contact needed to ensure proper follow up is with in departments SLA. Supervision and direct responsibility for team member responses to escalations ensuring accounts are handled within Liberator required response time. Will assist team by actively completing document acquisition production with professional contact of physician office staff via phone, fax, and/or e-mail in order to obtain medical documentation Develops and maintains knowledge in Sales/MedicalDocumentation/MedicalSupplies and/or Insurance Guidelines Actively reviews and provides team members feedback regarding the contact center phone statuses to ensure call volume is being met and idle, break, lunch and after call status requirements are adhered to. Receives inbound and facilitates outbound “supervisor” calls on active and aged accounts of team members utilizing key skills to identify and professionally resolve customer service related issues Meets or exceeds individual and team goals for daily, weekly, and monthly inbound or outbound call goals in conjunction with productivity measurements as communicated by their direct supervisors, Adheres to phone activity/compliance standards to include Medicare guidelines, HIPAA, ACW, and minimum call volumes. Track employee productivity Lead specific district pods of careCoordinators/DocumentCoordinators with day to day priorities Adheres to and enforces all Liberator corporate policies and procedures. Creates and presents monthly scorecards for all team members. EDUCATION AND EXPERIENCE REQUIREMENTS High School Diploma or general education degree (GED); five of more years related experience (insurance, medical billing, and/or document acquisition) with three to five years of call center leadership or an equivalent combination of education and experience. SKILLS: + Ability to read, analyze, and interpret medical supply publications, technical procedures, and/or training tools. Ability to write internal and external business correspondence. Ability to effectively present information and respond to questions from management, team members, and/or customers. + Math: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills . + Reasoning: Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Advanced analytical reasoning to include ability to forecast exponentials within work flow processes and reason against outside factors. + Computer: Knowledge of Microsoft Office Applications, Access or other database software. + Telecommunications: ability to utilize or knowledge of call center telecommunications software + Ability to work some evening shifts, weekends, and overtime as needed # We offer a comprehensive benefits package to include: + Up to 12 company paid holidays + Medical, dental and vision insurance + 401(k) + Tuition Reimbursement + Access to the BD Healthy Lives Program, Employee Assistance Programs, and additional support resources! # Why join us? A career at BD means that you are part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here you can fulfill your life’s purpose through the work that you do every day. You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates. ## To learn more about Liberator Medical visit https://liberatormedical.com Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status. #LI-PRO # Primary Work LocationUSA FL - Stuart Airport Road # Additional Locations # Work Shift Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.