CUSTOMER SERVICE MANAGER

San Diego, CA, United States

Job Summary

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

Monitor team performance and report on metrics

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

Perform quality checks on individual work performance, identify training needs and provide coaching

Oversees engagement of patients and referral sources in order status, ensuring timely follow-up as needed

Consistently reviews trends for phone volume, staffing levels and customer satisfaction to determine where process can improve through efficiencies

Ensures company financial indicators are achieved without compromising the fluidity of the intake and order fulfillment operation

Ensure team members complete order processing using current tools, processes, and technology

May assist Sales when necessary to maintain contact with major accounts and key referral sources within branch territory

Performs other duties as required

Supervisory Responsibilities

Typically supervises a team of non-exempt employees

Responsible for hiring, coaching, and performance management of subordinate staff

Ensures that all direct reports are maintaining acceptable performance levels

Conducts staff meetings regularly to review business performance and requirements

Minimum Required Qualifications

MINIMUM REQUIRED QUALIFICATIONS

Education And/or Experience

High School Diploma or GED

Retail, call center and/or customer service experience a plus

Minimum of 3 years leadership experience required

Skills, Knowledge And Abilities

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.

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.

Computer Skills

Proficient in Microsoft Office Suite

Basic printing/faxing/scanning

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:

Competitive salary

Medical, Dental and Vision

Healthcare Flexible Spending Accounts and Healthcare Savings Accounts

Life, AD&D and Disability Insurance

Paid Time Off, including Vacation, Personal Time, Paid Sick Leave & Paid Holidays

401K Savings Plan (available immediately)

Educational Assistance

Employee Referral Reward Program

Employee Discount Programs

Company Paid Employee Assistance Plan (available immediately)

We recognize our veterans by offering a company paid day off for Veterans Day

Career Advancement/ Development Opportunities

Compensation

Compensation is commensurate with experience.

Annual compensation is based on a 40 hour week.

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

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