Apria Healthcare

  • Automated Outbound Management Coordinator - Telecommuter (national)

    Requisition ID
    2018-4383
    # of Openings
    1
    Category
    Revenue Management
    Full/Part Time
    Full-time
  • Job Summary

    With over 300 locations across the US, Apria Healthcare’s mission is to improve the quality of life for our 1.8 million patients at home by providing home respiratory services and select medical equipment to help them sleep better, breathe better, heal faster, and thrive longer. Additional information can be found at www.apria.com.

     

    JOB SUMMARY

    This position will report to our Director of Automated Outbound Management (AOM), and collaborates with other support teams and operations, and responsible for monitoring call volume and work queues for outbound dialing campaigns including but not limited to agentless, blast and agent based jobs while coordinating real-time adjustments to service level goals for adherence to defined business requirements. The AOM Coordinator maintains the efficiency and effectiveness of the dialer/system by assuring conformance and compliance with performance standards.

    DESCRIPTION

    • Monitors and coordinates the staffing of call queues to insure service level goals are being met.
    • Assists Analyst team to create reports on performance results. Serves as point of contact with call center management for certain system and queue monitoring reports.
    • Ensures resources are optimized for the overall success of the dialer/system, including dialer functionality and timely completion of campaigns.
    • Monitors flow, volume and performance of all call strategies and services in the dialer/system.
      Attends staff planning meetings to discuss results for previous day and plans for current and future days.
    • Plans and creates weekly calendar for AVAYA PDS, Aspect and vendor serviced jobs.
    • Coordinates daily job activity, ensures jobs are running per schedule both internal and external w/ vendor, escalate incidents when appropriate.
    • Provides recommendations for real-time monitoring observations and analysis.
    • Coordinates with AOM Analysts, other departments and call centers when service outages occur. Works closely with other departments to ensure overall operational performance is maintained at desired levels across all call centers.
    • Coordinate, and manage Do Not Call process and documentation
    • Verify external data downloads are received and current on sFTP site(s). Create priority alerts for issues and work with appropriate IT personnel to resolve.
    • Verify calling list has correct record count and resolve issues.
    • Extract reports, work and resolve rejected accounts for PDS dialing.
    • Execute FTP downloads to PDS home server location.
    • Run all job record selections. QA and resolve any record selection issues.  Create priority alerts for issues and work with appropriate AOM Analyst to resolve. 
    • Coordinates FTP list(s) downloads to vendor server site. Delete and rename files to business requirements.
    • Builds and maintains constructive and professional relationships with peers, supervisory personnel and internal and external customers. Facilitates change as required, proactively meeting customers' needs in a timely fashion. This includes but is not limited to incorporating continuous quality improvement principles into all work.
    • Conducts job functions in a manner which consistently promotes a high level of customer service to both internal and external customers.

    Minimum Required Qualifications

    QUALIFICATIONS 

    • High School Diploma or equivalent and at least two years of experience in an applicable environment required, such as with dialer/IVR system administration.
    • Experience with workforce scheduling systems or similar; forecasting and scheduling functions with call center(s) or similar business units across multiple centers in various locations helpful.
    • Experience with dialer/system campaign strategy development and the technical maintenance of dialers/ systems also helpful.
    • A solid understanding of the relationship between operations performance and system performance helpful.
    • Must demonstrate an ability to work frequently changing work schedules and any hours required (including evenings and/or weekends) in order to provide coverage for multiple units/call centers in various locations.
    • Must be able to work comfortably and effectively both independently and in a virtual team environment.
    • Must be able to maintain client confidentiality and comply with Company policies and procedures.
    • This job may require limited business travel. 

    Physical Demands

    The physical demands described here are representative of those that must be considered for 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. 

     

    • Requires constant sitting and occasional standing and walking.
    • Occasional stooping, kneeling or crouching may be required.
    • Regular talking and hearing.
    • Requires the use of hands to finger, handle or feel constantly.
    • Ability to lift up to 10 pounds is an occasional requirement.
    • Vision requirements include close vision, distant vision, color vision, peripheral vision and the ability to adjust focus.

    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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