Director of Call Center Operations -Concord MA

TelCare - Greater Boston Area

Posted 768 days ago
  • Experience
    Mid-Senior level
  • Job function
    Customer Service
  • Employment type
  • Industry
    Medical Devices
  • Job ID

This is a preview of the Director of Call Center Operations -Concord MA job at TelCare. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description


Manages call center operations and staff for durable medical equipment distributor.  Trains and supervises all call center staff.  Works with referral sources, physician's offices and patients to build orders. Works with company billing personnel to provide documents needed for reimbursement.  Develops necessary operating policies and procedures.


Responsibilities and Duties:


Manages staff of customer service representatives.

  • Responsible for developing training materials and training of staff.
  • Monitor calls for quality assurance.
  • Develop and track call center metrics.
  • Recruit and hire new personnel.
  • Handle escalated concerns from customer service supervisors or agents.
  • Oversee sales calls, support calls and distribution.
  • Oversee all incoming referrals and orders for delivery and pick up.
  • Oversee verification of insurance for DME coverage and prior authorization information
  • Inform patient or patient’s caregiver of benefits (what the policy reimburses). Arrange private pay billing if required.
  • Works with patients/clients to solve a variety of problems, thereby acting as a company field representative.
  • Responsible for working "Open Orders Report."
  • Responsible for confirming completed work orders in a timely manner.
  • Promotes teamwork among co-workers, including assisting fellow office workers, as needed.
  • Demonstrates timeliness, courtesy, sincerity and patience when dealing with customers.
  • Markets the company in a positive and professional manner at all times.
  • Assumes other duties within scope of training as assigned by the VP of Operations

Desired Skills and Experience

  • College graduate, advanced degree preferred
  • Significant (10+ years) experience in health care, DME or related industry preferred
  • Previous (5+ years) supervisory experience preferred
  • Prior experience in Medical Device or Health Care company


About this company


Telcare connects the last mile between patient and caregiver using wireless M2M technology. The company’s first product, cleared by FDA in 2011 is the world’s first cellular glucose meter, providing instant transmission of glucose testing results to a care management server and instant feedback and coaching to the patient. This product is now available at and has been reviewed in the Wall Street Journal, Forbes, com, USA today, and Fox business.

The global market for glucose meters and strips is in excess of $12 billion and includes the 28 million Americans who have diabetes. By relaying glucose testing data to caregivers and involved family members, Telcare's solution creates an ecosystem of care that empowers people with diabetes to better manage their condition every day. The complete Telcare Glucose Monitoring Solution includes the wireless glucose meter, Telcare's FDA-cleared cloud server that captures every reading and relays clinical feedback and coaching to the patient, and Telcare's suite of smartphone apps that mirror data to the patient's smartphone as well as those of authorized relatives and friends.

Telcare's product has recently been recognized with two First Place E-Tech awards by the CTIA (best Mobile Health Soluiton and best Enterprise Health Solution), a First Prize for Best Patient Monitoring Solution by Frost and Sullivan, and recognition as a Finalist for the Triple Tree iAward.

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