Sr. Director, Customer Care Center (Large Contact Center)

Sr. Director, Customer Care Center (Large Contact Center)

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 .

Apria is growing and is positioning itself to dominate the home healthcare industry. In this process we have embarked on exciting transformational changes to improve patient care in our billing and customer service areas. We have been laying the ground work for the past two years and are now ready to take our service initiatives to the next level.

Reporting directly to the Senior VP Customer Servics; you will be in a key position to influence our patient experience for years to come.

Directs customer service center operations within the Overland Park, KS Customer Care Center (CCC) with approximately 5-7 direct reports and approximately 300 indirect reports.

• Reports directly to the SVP, CCC Operations.
• Aligns with SVP, CCC Operations to develop quantitative goals and objectives for customer service team located in the Overland Park CCC.
• Develops standardized methods of dealing with customer service issues.
• Supports the planning, formulating and implementation of customer care center policies.
• Serves as liaison with sales and operations department staff and divisional leadership.
• Directs employees engaged in customer service calls, order placement, inquiries, and complaints.
• Manages subordinate staff for development, project direction and production quality and quantity.
• Responsible for hiring, coaching, performance evaluation and disciplining of subordinate staff.
• Ensures compliance with regulatory requirements impacting customer service located in the customer care center.
• Builds and fosters strong relationships with customers and business partners.
• In cooperation with training department, oversees development and delivery of internal training programs to ensure consistency in business unit processes.
• Performs other related duties as directed by supervisor

Qualifications:

• Education or experience equivalent to a 4-year college degree is required.
• At least ten years related experience is required, healthcare experience preferred.
• Six Sigma certification preferred.
• Demonstrated Enterprise Process Improvement success.
• Experience and understanding of customer care center administration, systems and reimbursement methodologies.
• Demonstrated success in customer and staff management.
• Strong operational, problem solving and management 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