Client Care Supervisor

**Position Overview**:
MagGas Medical is actively seeking an accomplished and results-driven Client Care Supervisor to spearhead and elevate our Client Care team. As a senior leader within the organization, the Client Care Supervisor will play a pivotal role in ensuring the seamless coordination of patient care and healthcare professionals’ processes across our Home Oxygen and Sleep Therapy (PAP) units. This role demands an experienced professional with a robust background in medical office administration, ability to work in a fast-paced environment, a commitment to exceptional customer service, and the ability to lead and inspire a team of 4 direct reports.

The Client Care department is the core of our day-to-day at MagGas Medical, and deals with an ongoing flow of inbound and outbound communication with Patients, Healthcare Professionals, and internal stakeholders. A high attention to detail is required in order for us to stick to committed service levels and offer the best Patient care possible.

**Roles and Responsibilities**:

- Overlook the overall Client Care department performance at our Head Office in Norfinch, and 3 to 4 satellite locations
- It is important to clarify that this role will both be Supervising the Client Care team across as well as contributing hands-on to a variety of essential day-to-day tasks
- The Client Care Supervisor will be accountable for all departmental KPI’s and will regularly report daily and weekly progress of team activities to the Operations Manager and Leadership Team, ensuring transparency and alignment with organizational objectives.

**Team Leadership and Management**:

- Manage a Team of 4 Direct Reports: provide leadership and direction to the team, oversee their daily activities and performance in both Home Oxygen and Sleep Apnea Therapy (PAP)
- Implement and enforce standardized procedures within the PAP Department to ensure consistency and efficiency.
- Workload Management: Effectively distribute and manage workloads among the team, ensuring optimal efficiency and performance in patient care coordination
- Provide guidance, coaching, and training to ensure team members meet performance expectations.
- Conduct regular team meetings to communicate goals, share updates, and address challenges.
- Process documentation and cross-training: ensure all Client Care-related processes are clearly documented and updated regularly as needed. Also ensure that all team members are well versed in all the Client Care tasks to support a smooth workflow.
- Foster a positive and collaborative team culture, emphasizing the importance of attention to detail and patient satisfaction.
- Work alongside the MagGas Medical Home Care leadership team to set and execute the overall company strategy.

**Patient Care Coordination**:

- Oversee the overall process and patient journey within the Client Care department: including new patient setups, handling incoming requests from existing patients, scheduling regular visits and assessments with patients, monitoring patient compliance, and providing education and support to enhance compliance rates
- Plan and coordinate time-sensitive patient hospital discharges
- New Patient Profile Creation: initiate and oversee the creation of new patient profiles, ensuring accurate and comprehensive data entry.
- Booking Patients for In-Office/Home Appointments: prepare required paperwork, coordinate patient appointments, manage scheduling internally with RT’s (Respiratory Therapists) and PAP Clinicians
- Script Verification: verify and validate medical scripts to ensure accuracy of our records
- Report Prep: prepare and maintain relevant reports pertaining to patient appointments, compliance, and therapy progress

**Follow-Up and Verification**:

- Follow-Up Calls: conduct outbound calls to Home Oxygen patients, ensuring continuous communication, monitoring therapy adherence, and addressing any concerns
- File Verification: verify and validate patient files received from internal reps and update Patient information on our internal CRM tool (Salesforce)
- Obtain ADP Qualifications: facilitate the process of obtaining Assistive Devices Program (ADP) qualifications for Home Oxygen, including securing necessary documentation and signatures.
- Home Oxygen E-Submissions: Manage electronic submissions for Home Oxygen therapy, adhering to regulatory requirements and ensuring accurate documentation.
- PAP Trial Follow-Up: conduct follow-up activities for patients undergoing Sleep Apnea Therapy (PAP) trials, ensuring proper adaptation and addressing any concerns.
- Maintain patient records on Salesforce, ensuring accurate and up-to-date information.
- Prepare invoices using QuickBooks and handle insurance claims efficiently.

**Compliance and Support**:

- PAP Compliance: Monitor and track compliance levels for patients undergoing Sleep Apnea Therapy (PAP), providing necessary support and interventions.
- Oversee private pay transactions, ensuring accurate