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Customer Service Manager Jobs

Company

Apria Healthcare
Address , Santa Fe Springs, 90670, Ca
Employment type FULL_TIME
Salary $69,544 - $89,880 a year
Expires 2023-07-16
Posted at 1 year ago
Job Description
Job Summary (External):
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.

JOB SUMMARY
The Customer Service Manager is responsible for the administration and efficient daily operation of the branch office, including operations, service, and safety in accordance with Apria’s objectives. In addition, the Customer Service Manager will communicate Apria values, strategies, and objectives, while assigning accountabilities, planning, monitoring, and appraising job results. This position nurtures culture and engagement while overseeing strategies focused on improving the overall experience of employees and patients.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Ensure team members complete order processing using current tools, processes, and technology
  • Provide guidance and leadership for staff to ensure all employees are achieving customer satisfaction through effective communication, problem solving, professional phone etiquette and efficient processes
  • Oversees engagement of patients and referral sources in order status, ensuring timely follow-up as needed
  • Ensures company financial indicators are achieved without compromising the fluidity of the intake and order fulfillment operation
  • Performs other duties as required
  • Perform quality checks on individual work performance, identify training needs and provide coaching
  • Monitor team performance and report on metrics
  • Consistently reviews trends for phone volume, staffing levels and customer satisfaction to determine where process can improve through efficiencies
  • May assist Sales when necessary to maintain contact with major accounts and key referral sources within branch territory
SUPERVISORY RESPONSIBILITIES
  • Typically supervises a team of non-exempt employees
  • Ensures that all direct reports are maintaining acceptable performance levels
  • Conducts staff meetings regularly to review business performance and requirements
  • Responsible for hiring, coaching, and performance management of subordinate staff
Minimum Required Qualifications (External):
MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience
  • Retail, call center and/or customer service experience a plus
  • High School Diploma or GED
  • Minimum of 3 years leadership experience required
SKILLS, KNOWLEDGE AND ABILITIES
  • 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.
  • Patient-Focused: You start with the patient and work backwards. You invest the time and energy to understand the 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.
  • 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.
  • Collaborative: You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
Computer Skills
  • Basic printing/faxing/scanning
  • Proficient in Microsoft Office Suite
Language Skills
  • English (reading, writing, verbal)
Mathematical Skills
  • Basic problem solving (addition, subtraction, division, multiplication)
  • Ability to understand, interpret and develop spreadsheet data
PHYSICAL DEMANDS
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. This position also may require the occasional lifting of equipment up to 50 lbs.

OTHER INFORMATION
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.
Benefits:
Comprehensive benefits package offered for eligible employees:
  • Company Paid Employee Assistance Plan (available immediately)
  • Educational Assistance
  • Life, AD&D and Disability Insurance
  • Career Advancement/ Development Opportunities
  • Employee Referral Reward Program
  • Paid Time Off, including Vacation, Personal Time, Paid Sick Leave & Paid Holidays
  • Employee Discount Programs
  • Healthcare Flexible Spending Accounts and Healthcare Savings Accounts
  • Competitive salary
  • We recognize our veterans by offering a company paid day off for Veterans Day
  • 401K Savings Plan (available immediately)
  • Medical, Dental and Vision
Salary Range: $69544 - $89880 / year EEO Statement:
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