Apria Healthcare

Kaiser Sleep Customer Qualification Supervisor

Requisition ID
# of Openings
Customer Service
Location : Location
US-KS-Overland Park
Full/Part 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.



The Sleep Customer Qualification Supervisor is responsible for supervising and providing direction to the Sleep Customer Qualification staff within Sleep supply, to ensure patient benefits are qualified and verified in accordance to the Company guidelines and to effectively facilitate order fulfillment. This role ensures that patient expectations are met to provide an unparalleled patient experience.



  • Ensures all quantitative and qualitative individual and team goals are achieved including revenue and order volumes; tracks and reports performance to individuals and team as appropriate; responsible for company-driven quality metrics.
  • Supervise daily activities of the Sleep Customer Qualification Specialists engaged in qualifying and verifying sleep orders.
  • Set clear, concise goals to help others achieve results.
  • Monitor inbound and outbound calls, related to referral/authorization/pre-certification requests.
  • Monitor accuracy of orders requirements (e.g., insurance eligibility, clinical information, patient information, documentation of notes) to effectively facilitate order fulfillment.
  • Ensure employees understand Apria’s complex systems and processes.
  • Provide continuing education to Sleep Customer Qualification Specialists on the value of Sleep therapy and the resupply program.
  • Resolve patient/employee escalated complaints by identifying problems and coordinating appropriate corrective action.
  • Ensure the team establishes and maintains a high level of patient satisfaction in all interactions to ensure an unparalleled patient experience.
  • May participate in targeted team initiatives to increase revenue performance.
  • Partner with Sleep leadership, Marketing, and eCommerce to help generate revenue ideas.
  • Apply innovative ideas that enhance business growth in a positive and constructive manner.
  • Identify workflow efficiencies to process orders timely and accurately and drive adoption of changes
  • Adheres to HIPAA guidelines.
  • Other duties as assigned. 



  • This position supervises subordinate employees of the department and is responsible for the performance management, hiring, development, and discipline of subordinate employees within the department.

Minimum Required Qualifications



Education and/or Experience

  • Education or experience equivalent to a high school diploma is required.
  • At least three years related work experience, including one year in a lead or supervisory capacity.


Certificates, Licenses, Registrations or Professional Designations

  • N/A




  • Strong leadership
  • Results orientation
  • Ability to positively influence
  • Strong business acumen
  • Knowledge of Apria products and proprietary systems and payor portals
  • Establish and maintain a high-performance culture within the team
  • Demonstrated ability to provide analytical reporting based on team/process performance
  • Problem Solving/Analysis
  • Communication Proficiency
  • Personal Effectiveness/Credibility
  • Nimble, adaptable and a change agent
  • Deals well with ambiguity
  • Managerial Courage
  • Strong interpersonal skills in managing relationships with team members and peers
  • Ability to manage a team with many different personalities


Computer Skills

  • Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, Word


Language Skills

  • English (reading, writing, verbal)


Mathematical Skills

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



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 is performed in an office setting with exposure to moderate noise. 



Occasional travel as required.



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.


Join the Apria team for a rewarding opportunity in healthcare!  Competitive pay rates with cash incentives and full benefit packages available, including health, dental, vision, disability and 401(k).


Apria Healthcare is committed to hiring veterans and military spouses. 

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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