Lead Customer Service Delivery Tech - Home Medical Equipment
Shift/Schedule
THIS IS A COLLECTIVE BARGAINING UNIT POSITION
Summary of Primary Function/General Purpose of Position
The Lead Customer Service Tech coordinates daily delivery operations and serves as the primary contact for the delivery associates, addresses daily operational issues, and facilitates efficient delivery operations. They are responsible for implementing projects that improve delivery technician labor utilization, enhance delivery timeliness, and improve customer service/satisfaction. They also comply with regulatory guidelines and abides by departmental policies and procedures.
Essential Job Functions
- Routes and coordinates all home medical equipment deliveries and pick-ups in a manner to best steward delivery technician labor hours, minimizing tech overtime.
- Serves as the primary contact of the delivery associates. Receives concerns and suggestions, communicates issues, and variances to the Mercy Health Home Medical Equipment Supervisor and assists with the resolution of identified issues.
- Analyzes delivery operations and provides suggestions to improve delivery efficiency, minimize driver hours and overtime, reduce equipment costs, and improve customer satisfaction.
- Participates in the development and leads in the implementation of projects and assignments that impact the home medical equipment delivery operations.
- Actively participates in new associate orientation.
- Performs deliveries, pick-ups, and exchanges of home medical equipment.
- Provides for patient and/or caregiver equipment instruction.
- Ensures equipment is appropriate for patient use and patient can use the equipment.
- Assesses the home environment to identify problems, needs, and discusses safety issues with patients/caregivers.
- Cleans, disinfects, and maintains home medical equipment, cleans and restocks company delivery fleet, cleans warehouse, and organizes stock inventory and shelves.
- Performs equipment clean and checks.
- Completes all required paperwork by the organization and regulatory required forms (e.g., route sheets, HazMat, analyzer logs, delivery tickets, and patient set-up forms).
- Performs daily vehicle inspections and completes logs. Reports any vehicle problems to the Supervisor.
- Adheres to the safety infection/control policies and procedures of the organization and reports potential safety/infection control issues.
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.
Licensing/Certification
Valid state driver's license (required)
Education
High School Diploma or GED (required)
Work Experience
1 year experience in delivery and customer service (required)
Working Conditions
- Periods of high stress and fluctuating workloads may occur.
- May be exposed to high noise levels and bright lights.
- May be exposed to physical altercations and verbal abuse.
- May be exposed to limited hazardous substances or body fluids.*
- May be exposed to human blood and other potentially infectious materials.*
- May be exposed to adverse weather conditions; cold, hot, dust, wind, etc.
- May have periods of constant interruptions.
- Required to car travel to off-site locations, occasionally in adverse weather conditions.
- Prolonged periods of working alone.
- Other: working on-call, weekends and overtime as required.
- Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.
Skills
- home medical equipment
- deliveries
- cost steward
- communication
- problem solving
- cost reduction
- customer service
- implementation of projects
- new associate orientation
- instructional
- relationship building
- equipment cleaning
- equipment maintenance
- vehicle inspections
- safety infection/control policies
- policies and procedures
- teamwork
- detail oriented
As a Bon Secours Mercy Health associate, you're part of a Mission that matters. We support your well-being-personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.
What we offer
- Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
- Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
- Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
- Tuition assistance, professional development and continuing education support
Benefits may vary based on the market and employment status.
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Bon secours Mercy Health - Youngstown, Ohio or Bon Secours - Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com