Apria Healthcare

  • WFM Real Time Specialist

    Requisition ID
    2018-3544
    # of Openings
    1
    Category
    Customer Service
    Full/Part Time
    Full-time
  • 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.

     

    JOB SUMMARY

    This is a frontline entry level position into Apria’s Work Force Management Team which supports the Customer Care Center operations. The primary focus of the position is Real Time Monitoring of the call center agents to focus on meeting establish protocols and properly servicing our Apria’s customers.

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Monitor real time adherence and take actions based on documented Triggers and Levers process.
    • Maintain employee information databases.
    • Work with operations teams to manage intraday staffing levels.
    • Administration of intraday schedule changes.
    • Provide WFM Hotline phone support for Operation’s schedule updates and attendance exceptions.
    • Participate in training of new LEAP Interns to do daily WFM processes.
    • Perform other related duties as directed by supervisor.
    • Performs other duties as required.

     

    SUPERVISORY RESPONSIBILITIES

    • N/A

    Minimum Required Qualifications

    MINIMUM REQUIRED QUALIFICATIONS

     

    Education and/or Experience

    • High School degree is required.
    • 1 – 2 years of Call Center experience is required.

      

    Certificates, Licenses, Registrations or Professional Designations

    • N/A

     

    SKILLS, KNOWLEDGE AND ABILITIES

    • Must be self-motivated and able to work with minimal supervision.
    • Must be detailed oriented and organized.
    • Must be able to maintain focus on multiple monitoring applications.
    • High customer service skills in support of frontline and management staff
    • Must be in Good Standing in current position and have no verbal or written warnings for performance and/or attendance.
    • Business Acumen
    • Problem Solving/Analysis
    • Communication Proficiency
    • Personal Effectiveness/Credibility

     

    Computer Skills

    • Basic to intermediate knowledge of Microsoft Office Application.

     

    Language Skills

    • English (reading, writing, verbal).

     

    Mathematical Skills

    • Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.

     

    Other Skills

    • Must be flexible with schedule and available to work rotating shifts and weekend.

     

    PREFERRED QUALIFICATIONS


    Education and/or Experience

    • Call Center Lead or Supervisor experience preferred.

     

    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 individuals 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 individual’s position.

    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

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