Logistics Center of Excellence (LCE) Specialist


Apria Healthcare


Posted Under: Chandler, Arizona jobs in Professions; Professions jobs in zipcode 85224
Posted On: 2017-11-21 16:00:00

Job Summary

Apria Healthcare is one of nation's leading providers of home healthcare products and services including respiratory therapy, sleep apnea therapy, non-invasive ventilation therapy, enteral nutrition therapy, negative pressure wound therapy and home medical equipment. Headquartered in Lake Forest, California, Apria owns and operates branch locations across the nation and serves more than 1.8 million patients each year. With over $1 Billion in annual revenues, Apria is one of the largest home healthcare companies in the United States. Apria was the first company of its type to obtain voluntary accreditation from The Joint Commission and has been continuously accredited for more than 25 years. For more information, visit www.apria.com.

This position is responsible for the triage and escalation of after-hour calls, assessing patient and referral needs determining appropriate coordination of care to ensure patients do not encounter service failures. Duties include successfully addressing customer service questions, troubleshooting equipment issues and fielding complaints through appropriate corrective action. On-going coordination with the field operations team is essential to provide a positive customer service experience.

* Coordinates with Division and Region management on all action plans that would ensure driver compliance with targeted financial objectives.
* Complies with and adheres to all regulatory compliance areas, policies and procedures and "best practices".
* Demonstrates professional etiquette and courtesy when interfacing with customers.
* Performs call triage on behalf of the branch operations after close of business for same day and next day orders according to Logistics policy and procedures.
* Responds to telephone, fax and EDI inquiries and orders from referral sources and homecare patients on durable medical equipment, supplies and services according to Logistics policy and procedures.
* Assesses patient or referral needs, provides information and documents requests for coordination of care on behalf of servicing branches after close of business
* Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action for successful resolution.
* Ensure patients do not encounter service failures and escalates communication to the servicing branch on current and future patient deliveries.
* Responsible for communication to the branches regarding a drivers' route progress, errors in patient information, time frames, and any other work order issues that negatively impact customer satisfaction with delivery service.
* Provides reports to servicing branch on call and delivery activity to patients via the company's reporting software system.
* Responsible for monitoring and reporting of MobileCast activities to the branch and immediate leadership as requested.
* Updates ACIS with delivery notes as needed.
* Performs other related duties as directed by supervisor.

Minimum Required Qualifications

* Education or experience equivalent to a high school diploma is required, and education or experience equivalent to a four-year college degree is preferred
* At least three years related experience is preferred
* Knowledge of personal computers and various software programs (Microsoft Windows, Word, Excel and PowerPoint), UPS-LT and ACIS systems and familiarity with an Automatic Call Distribution system (ACD) preferred.
* Customer care and call center oriented mindset is required

PHYSICAL DEMANDSThe physical demands described here are representative of those that must be considered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* The position requires frequent standing, kneeling, and stooping
* The use of hands to write, use computer, and manipulate papers is constantly required.
* Talking and hearing are frequent requirements.
* Specific vision abilities required by this job include close vision and the ability to adjust focus.
* The employee must occasionally lift and/or move up to 10 pounds.

EEO Statement

As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law. Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet