Manager, Area Customer Service - Tempe, AZ - Full-time

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 .


The Area Customer Service Manager position will be aligned with Area Leadership tied to specific geographical areas (POD). The position will work closely with Branch Managers and AOMs/AVPOs to achieve P&L objectives.

• Oversees the day-to-day operations of a customer care center POD team consisting of approximately 2 supervisors and up to 40 indirect reports.
• Phone intake
• BPM Doc triage / Preliminary intake
• Customer Qualification
• WD / Route Clearing process
• Creates an environment of excellence in serving customers.
• Ensures that customers receive the best possible service.
• Ensures that customer satisfaction is achieved through courteous and effective communication, problem solving, and efficient processes.
• Ensures that team members follow standard methods of dealing with customer service issues.
• Ensures compliance with all company policies and procedures.
• Assists with escalated customer service issues that cannot be addressed at the customer service representative level.
• Ensures that all complaints are resolved in a timely manner.
• Reviews trends for phone volume, staffing levels, customer satisfaction and revenue management to determine where process improvements may be made.
• Ensures that daily stats are achieved in customer service.
• Responsible for hiring, coaching, performance evaluation and disciplining of direct reports.
• Ensures that all customer service representatives receive the appropriate training. Provides one-on-one training to staff members when needed.
• Develops required corrective action to resolve disciplinary issues.
• Ensures that productivity standards are met.
• Ensure compliance with regulatory requirements impacting customer service function.
• Performs other related duties as directed by supervisor.

Qualifications

• Education or experience equivalent to a 4-year college degree is required.
• At least eight years related is required.
• Experience and understanding of customer care center administration, systems and reimbursement methodologies.
• Demonstrated success in customer and staff management.
• Strong operational, problem solving and managerial skills.

PHYSICAL DEMANDS

• Requires constant sitting and occasional standing and walking.
• Constant talking and hearing.
• Requires the use of hands to finger, handle or feel constantly.
• Ability to lift up to 10 pounds is an occasional requirement.
• Vision requirements include close vision, distant vision, peripheral vision and the ability to adjust focus.

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