ABOUT THE COMPANY
Apria Healthcare's mission is to improve the quality of life for our patients at home. We are looking for empathetic, thoughtful, and compassionate people, to meet the needs of our patients. Already an industry leader in healthcare services, we provide home respiratory services and select medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer.
This position will report to our Director of Automated Outbound Management (AOM), and collaborate with other support teams and operations, and responsible for operating the automated jobs, to include job (i.e., campaign) design, creation and modification, list administration, and non-technical helpdesk ticket support related to operating automated systems. This position assists the AOM Director and Engineer to ensure dialer jobs and calling strategies optimize resources for maximum performance and efficiency and responsible for ensuring Operations is well informed of job features and calling strategy parameters. The end goals are to provide rapid development capabilities to meet urgent campaign timelines, and provide automated and repeatable solutions to rapidly deploy new campaigns, provide insight to automated results, and achieve specific outbound program targets such as orders, cash collection or other yield rates on inventory. The automated approaches will generally improve efficiency, effectiveness, quality, speed to service, customer and client satisfaction using a combination of in-house and vendor dialers and IVRs. In addition, this position is responsible for additional metric performance management, problem and change management duties and higher level of assistance to mentor teammates.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Monitor and Manage requested reporting related to in-house and vendor dialers and IVR systems to management on the frequency requested, including tracking of historical dialer and IVR data such as seasonal, day of week/monthly, hour of day trends. Review results and suggests new strategies to improve performance
Provide first tier, operational analysis and/or troubleshooting for helpdesk tickets, and inquiries related to automated campaigns. In addition, assist with the support of problem/issue management and change management processes and procedures.
Primarily responsible for working closely with WFM team members and other departments to design, create and implement call strategies and jobs (i.e., campaigns) on our automated solutions using the most current available technologies such as dialers, sms, email.
Administer automated Operations, including but not limited to (i.e., examples):
Customize host download and upload calling lists,
Create and modify call completion codes, dispositions/outcomes
Design and implement screen pops as requested
Assist with the design, control and analysis of inbound and outbound campaigns to optimize right party connects, and meet service levels of inbound demand (i.e., when blended)
Administer and help prioritize job and calling strategy requests. Maintain status to provide feedback to requestors
Participates in automated campaign schedule planning meetings to discuss results from previous day, plans for current day and helps develop future schedules to meet business objectives
Communicate with team members for clear understanding of campaign needs such as starting/stopping campaigns, pacing, etc.
Assist in mentoring/training a backup person for the AOM Analyst responsibilities and support an on-the-job schedule that helps maintain their proficiency
Performs other duties as required.
Minimum Required Qualifications
MINIMUM REQUIRED QUALIFICATIONS
Education and/or Experience
two-year college degree or equivalent experience is required.
3-5 years of related dialer/IVR experience; plus 5-10 years of call center management experience and tools, i.e. ACD's, WFM, Dialers, a plus.
Experience with call blending environments preferred.
Experience working in and with virtual teams preferred.
SKILLS, KNOWLEDGE AND ABILITIES
Customer/Patient-Focused: You start with the customer/patient and work backwards. You invest the time and energy to understand the customer's/patients' objectives, then tie all your activities directly to the achievement of those objectives.
Action-Oriented: You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
Collaborative: You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
An Effective Communicator: You write and speak clearly, concisely and with a spirit of partnership. You actively inform and inspire with your messaging. You speak plainly and are transparent with your business colleagues.
Energetic & Passionate: Your passion and energy for health and well-being is deeply founded in your desire to help others and to be a positive role model.
Relationship Builder: You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.
Results-focused, with an aptitude for handling multiple and changing priorities efficiently and effectively.
Demonstrate a well-defined employee-centric approach coupled with a customer-centric approach in a dynamic environment.
Knowledge of Predictive Dialer system and ability to perform job functions with minimal supervision.
Certificates, Licenses, Registrations or Professional Designations
Advanced proficiency with MS Office products including Word, Excel, PowerPoint, and Outlook
Advanced proficiency in Dialer/IVR software systems
Advanced proficiency in SharePoint
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform essential functions.
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