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Customer Quality Specialist Job Details

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Company:  Apria Healthcare
Job Code:  002037
Categories:  Home Healthcare / Home Care
Job Role:  Sales / Marketing / Community Relations
Job Type:  Full Time
Country:  United States
Region/Province:  Texas (TX)
City:  Houston
Job Description: 
Coram, an Apria Healthcare Company, is a leading provider of specialty infusion and pharmacy distribution services with more than 80 branch locations and over 50 infusion suites throughout the country. Our more than 2,000 employees, including nearly 1,000 infusion nurses and pharmacists, are known in the industry for providing a high level of personalized care to thousands of home and infusion suite IV patients every day.  Please visit our website at www.coramhc.com.


  • Supervises the activities of subordinate staff.  Provides direction and guidance in work assignments.  Provides timely coaching and feedback to staff.  Ensures work assignments are completed accurately, efficiently and timely.  Ensures individual and team benchmarks are achieved. 

  • Responsible for hiring, coaching, conducting performance appraisals and discipline of subordinate staff.

  • Provides guidance and leadership for staff to ensure employees are achieving customer satisfaction through effective communication, problem solving, professional phone etiquette and efficient processes. 

  • Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action. 

  • Ensures service intake procedures facilitate seamless operation between departments and/or other branch offices. 

  • Performs quality control checks on subordinate staff.  Identifies errors and inconsistencies to established procedures and ensures appropriate corrective action is taken. 

  • Responsible for ongoing communication with branch and billing center management, other branch departments and/or other branch offices. 

  • Troubleshoots problems regarding orders. 

  • May also act as back-up to subordinate staff.

  • Complies with and adheres to all regulatory compliance areas, policies and procedures and "best practices".

  • Performs other related duties as directed by supervisor.


  • Requires Bachelor's degree/equivalent, 5 years' customer service experience, 2 years supervising CS Reps, plus solid analytical, leadership and interpersonal skills. 

  • Education or experience equivalent to a high school diploma is required. 

  • At least six years related work experience, including one year in a lead or supervisory capacity, is required. 


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

 
Post Date:  03/05/2010
 

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