Manager, Customer Service - (CCC)

Manager, Customer Service - (CCC)

Apria Healthcare is the largest provider of home healthcare products and services in the United States, offering a comprehensive range of home respiratory therapy, home infusion therapy and home medical equipment services to over 2 million patients annually in all 50 states through approximately 550 locations. We are committed to full-service homecare solutions that give maximum independence to our patients. Please visit our website at .

• Oversees the day-to-day operations of a customer care center team consisting of approximately 6 supervisors and 120 indirect reports.
• 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 care issues.
• Ensures that all company policies and customer care team follows procedures.
• Assists with escalated customer care issues that cannot be addressed at the customer service or revenue management 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 and revenue management.
• Responsible for hiring, coaching, performance evaluation and disciplining of direct reports.
• Ensures that all customer care center 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 care function.
• Performs other related duties as directed by supervisor

Qualifications:

• Education or experience equivalent to a 4-year college degree is required.
• At least six 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 supervisory skills.

Apria Healthcare (or Coram 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