Customer Support Manager

Handled daily the standard responsibilities in a customer facing role: cleaning, organizing, answering inquiries, cash handling, taking special orders, answering phones, etc.
Managerial duties from scheduling, payroll, monthly financial reports, interviewing and onboarding staff, dismissing staff, handling difficult customers, inventory management, etc.
Additional tasks included making signage for all stores under the QITV umbrella, merchandising in rotation regularly, delegating the creation of store samples, Facebook Live sales 2x weekly, invoicing, and shipping.

Handled a diverse range of member and provider inquiries in a fast paced and rapidly changing environment. Inquiries were received via phone, fax, and e-mail.
Researched to maintain a consistent understanding of the constant changing policies and regulations of medical industry with the additional challenge of the pandemic.
Educating members and providers on changes, how to find information in the future to avoid repeat calls on the same issue.

Data entry of referrals from providers for durable medical equipment including but not limited to: collecting medical records for insurance, validating prescriptions, and dispensing of product.
Trained new and cross-trained employees on the respiratory referral specialist role.
Educated patients on their financial responsibilities, processed payments and returns.
Collaborated to implement new and streamline existing policies and procedures, collaborated with Respiratory Therapist Lead to create and implement training manual for new hires.

Data entry of authorizations direct from providers via phone, fax, or email; and maintained relationships with provider contacts to ensure medical records were received timely and complete.
Received rewards throughout tenure for excellence in accuracy.
Part of implementation team for proprietary software, trained department on its usage and point of contact for questions, concerns, support, and beta testing of CGS updates.
Compiled documentation into correspondence from medical directors and nurses, including plan and medical jargon, into language members could understand easily.
Trained and was preceptor for new employees into the department.

Created and implemented curriculum for programs that had none, including a structured classical ballet studio program, and adapted material to a variety of learning styles at a moment’s notice.
Booked event locations, ordered necessary items, and coordinated volunteer schedule. Created documents for event, distributed merchandising materials throughout local area.
Clerical, payroll, and other duties as required. Managed websites, databases, and social media accounts.