Apria Healthcare Hanover , PA 17331
With over 300 locations across the US, Apria Healthcare's mission is to improve the quality of life for our 1.8 million patients at home by providing home respiratory services and select medical equipment to help them sleep better, breathe better, heal faster, and thrive longer. Additional information can be found at www.apria.com.
The Area Customer Service Manager position will be aligned with a specific product line with the Customer Service Team. The position will work closely with General Manager and Market Vice Presidents to achieve P&L objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Assists with escalated customer service issues that cannot be addressed at the customer service representative level.
Reviews trends for phone volume, staffing levels, customer satisfaction and revenue management to determine where process improvements may be made.
Creates an environment of excellence in serving customers.
Achieves customer satisfaction through courteous and effective communication, problem solving, and efficient processes.
Guide team members to follow standard methods of dealing with customer service issues.
Reinforces compliance with all company policies and procedures.
Monitors all complaints and resolutions
Monitors daily stats achievement in customer service.
Provides one-on-one training to staff members when needed.
Manages productivity and quality standards to meet goals.
Reinforces compliance with regulatory requirements impacting customer service function.
Performs other duties as required.
This position manages all subordinate employees of the department and is responsible for the performance management, hiring, and discipline of subordinate employees within the department.
Develops required corrective action to resolve disciplinary issues.
Oversees the day-to-day operations of a customer care team consisting of approximately 3 supervisors and up to 75 indirect reports.
ACD Line Management
Fax Management System monitoring
Insurance Eligibility and Qualification
Minimum Required Qualifications
Education and/or Experience
4-year college degree or equivalent experience is required.
Eight years of Call Center related experience is required
Experience and understanding of customer care center administration, systems and reimbursement methodologies in the Healthcare industry
Certificates, Licenses, Registrations or Professional Designations
SKILLS, KNOWLEDGE AND ABILITIES
Demonstrated success in building and leading effective teams
Strong operational, problem solving and managerial skills.
Leadership in an environment with virtual teams across the global
Financial Management (Budgeting)
This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus. It also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder. Employees in this position must be physically able to efficiently perform the essential functions of the position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform the essential functions of the position, upon request.
Work is performed in an office setting with exposure to moderate noise. There are opportunities for telecommuting for the qualified candidates.
Occasional travel as required.
The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual's position.
As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law. Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet