Customer Service Supervisor

Description


Apria Healthcare is one of the nation's leading providers of home respiratory services and certain medical equipment, including oxygen therapy, inhalation therapies, sleep apnea treatment and negative pressure wound therapy. Headquartered in Lake Forest, California, Apria owns and operates more than 400 locations throughout the United States and serves more than 1.2 million patients each year. Apria was the first such company to obtain voluntary accreditation from The Joint Commission and has been continuously accredited for more than 25 years. Additional company information can be found at www.apria.com .

• Supervises the activities of subordinate staff. Provides direction and guidance in work assignments. Provides timely coaching and feedback to staff. Ensures work assignments are completed accurately, efficiently and timely. Ensures individual and team benchmarks are achieved.
• Responsible for hiring, coaching, conducting performance appraisals and discipline of subordinate staff.
• Provides guidance and leadership for staff to ensure employees are achieving customer satisfaction through effective communication, problem solving, professional phone etiquette and efficient processes.
• Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action.
• Ensures service intake procedures facilitate seamless operation between departments and/or other branch offices.
• Performs quality control checks on subordinate staff. Identifies errors and inconsistencies to established procedures and ensures appropriate corrective action is taken.
• Responsible for ongoing communication with branch and billing center management, other branch departments and/or other branch offices.
• Troubleshoots problems regarding orders.
• May also act as back-up to subordinate staff.
• Complies with and adheres to all regulatory compliance areas, policies and procedures and "best practices".
• Performs other related duties as directed by supervisor.

Qualifications

• Requires Bachelor's degree/equivalent, 5 years' customer service experience, 2 years supervising CS Reps, plus solid analytical, leadership and interpersonal skills.
• High school diploma or GED is required.
• At least six years related work experience, including one year in a lead or supervisory capacity, is required.

Apria Healthcare is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law.
Because Apria believes in providing a safe work environment, we conduct drug and background checks in our recruiting/hiring processes. AA/EOE, M/F/D/V