SMC Customer Quality Team Lead

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 .

• Demonstrates professional etiquette and courtesy when interfacing with customers.
• Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action.
• Ensures order processing 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.
• Troubleshoots problems regarding orders. May also act as back-up to subordinate staff and/or carry workload similar to a Senior Customer Quality Specialist.
• Schedules, coaches and organizes work assignments.
• Ensures work is performed accurately, efficiently and timely.
• Monitors staffing requirements based upon order volumes and makes appropriate adjustments to staff and/or process as appropriate.
• Conducts performance appraisals and makes recommendations on selection, promotion, merit increases and employee discipline.
• Provides training for new employees.
• Complies with and adheres to all regulatory compliance areas, policies and procedures, and "best practices".
• Performs other related duties as directed by supervisor.

Qualifications

• Education or experience equivalent to a high school diploma is required.
• At least five years related experience 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