Division, Customer Service Manager

Division, Customer Service Manager

** This position is division leadership level; candidate may be based at an Apria facility located within the Northeastern United States (VA, MD, Eastern PA, DE, NY, NJ, MA, CT, RI, VT, NH, ME). **

Apria Healthcare is America's leading provider of integrated home healthcare products and services. We are committed to full-service homecare solutions that give maximum independence to our over 1.2 million patients nationwide. Apria offers a full range of home respiratory therapy, home infusion therapy and home medical equipment services through a network of more than 12,000 health professionals.

Apria has annual revenues of almost $2 billion, over 580 operating sites in all 50 states, and 13,000 employees. Apria is the nation's leading provider of integrated home healthcare products and clinical services.

• Designs, implements, and directs the reporting accountability for the ongoing administration of customer service programs focused on performance, quality and process improvement.
• Serves as a contact point for field customer service operations, centralized customer service sites, information technology, sales, marketing, and selected vendor partners.
• Manages and reports on the business impacts of customer service operation's changes as well as the daily operational performance results. Assist corporate revenue management staff in developing, interpreting and implementing new policies.
• Coordinates the implementation of new programs for the division.
• Responsible for addressing and resolving customer service issues with branch, region and division staff by identifying performance improvement areas and ensuring corrective action is taken.
• Participates in the joint application design sessions conducted to improve the company's operational system.
• Ensures compliance to company policies, procedures and best practices for the division, including order processing, general correspondence and resolution of customer complaints.
• Directs site assessments at branch and call center locations for the division and reviews written reports.
• Keeps current on legal changes and regulatory requirements affecting customer service.
• Performs other related duties as directed by supervisor.

Qualifications:

• Education or experience equivalent to a four-year college degree is required.
• At least eight 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.