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Title: Customer Service Specialist – Remote
Location: United States
Full-Time
At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customersand their patientsare at the heart of what we do.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
Owens & Minor teammate benefits include:
- Medical, dental, and vision insurance, available on first working day
- 401(k), eligibility after 30 days of employment
- Employee stock purchase plan
- Tuition reimbursement
- Development opportunities to grow your career with a global company
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 This position is responsible for identifying and resolving customer issues and answering customer inquiries regarding the status of their order.
ESSENTIAL DUTIES AND RESPONSIBILITIES Handle continuous work volume by interacting with patients and referrals via (inbound & outbound) phone calls, email, fax, chat, text, web inquiries, and other electronic sources Receive and process order requests from referrals for durable medical equipment and healthcare services Provide accurate information and updates as related to new orders, resupplies, pickups, and/or exchanges Demonstrate professionalism and provide high quality service when interacting with patients, caregivers, and/or referrals Resolves patient/referral complaints and escalations with urgency by the identifying problem, troubleshooting of equipment and/or coordinating appropriate corrective action Assess patient and referral needs, identify satisfactory resolution, and provide high quality customer service Comply with and adhere to all regulatory compliance areas, policies and procedures, and best practices Follow quality program guidelines and procedures for all transactions to ensure that we give the best service to all customers Performs other duties as required
MINIMUM REQUIRED QUALIFICATIONS Education and/or Experience High School Diploma or GED required 1-3 years of Call Center Experience preferred 1-3 Years of Healthcare and/or Health Insurance Customer Service experience preferred Experience working in remote environment preferred Certificates, Licenses, Registrations or Professional Designations N/A
SKILLS, KNOWLEDGE AND ABILITIES Assess problems & identify solutions Professional verbal and written communication Effective listening, paraphrasing, and summarization Personal accountability and emotional intelligence Time management and reliability Computer Skills Basic skills in using a Windows based computer. Language Skills English (reading, writing, verbal) Mathematical Skills Basic level mathematical proficiency
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. Employees in this position must be physically able to efficiently perform the essential functions of the position. Reasonable accommodations will be provided to assist or enable qualified iniduals with disabilities to perform the essential functions of the position, upon request.
WORK ENVIRONMENT Work is performed in an office setting with exposure to moderate noise.
TRAVEL Occasional travel as required.
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 inidual’s position.
Apria Healthcare is committed to hiring veterans and military spouses.