National Logistics Support Team Coordinator - Apria
Tallahassee, FL
About the Job
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. Customers—and their patients—are 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 NLST Coordinator is responsible for the triage and escalation of 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.
Key responsibilities for creating a positive, customer/patient-centric environment include:
+ Evangelize our disgruntled customers and turn them into our biggest fans.
+ Support our Field teams, Operations and Sales, by delivering timely feedback that empowers our teams to deliver exceptional patient experiences.
+ Critically problem-solve common complaints by flagging trends and partnering cross-functionally to recommend and implement preventative measures.
+ Proactively create a better customer/patient experience.
+ Be a champion of the employee experience and drive our unique company culture.
+ Support the development and implementation of employee programs that nurture our company's core values to engage employees and create a positive culture.
ESSENTIAL DUTIES AND RESPONSIBILITIES
+ Answers questions, resolves issues and uses proper phone etiquette according to Logistics policy and procedures to deliver customer satisfaction.
+ Completes all necessary communications/documentations to facilitate efficient delivery of the order placed. This would include information about equipment, ensuring supplies and services are consistent with product, and acknowledgement of delivery status.
+ Complies with and adheres to all regulatory compliance areas, policies and procedures and "best practices".
+ Demonstrates professional etiquette and courtesy when interfacing with customers, branches and referral sources.
+ Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action for successful resolution.
+ Performs other related duties as directed by supervisor.
Education and/or Experience
+ Education or experience equivalent to a high school diploma is required.
+ At least two years related experience in customer service is preferred.
+ Customer care and call center-oriented mindset is required.
SKILLS, KNOWLEDGE AND ABILITIES
+ Customer/Patient-Focused: You start with the customer/patient and work backwards. You invest the time and energy to understand the customer’s/patients’ objectives, then tie all your activities directly to the achievement of those objectives.
+ Action-Oriented: You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
+ Collaborative: You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
+ An Effective Communicator: You write and speak clearly, concisely and with a spirit of partnership. You actively inform and inspire with your messaging. You speak plainly and are transparent with your business colleagues.
+ Energetic & Passionate: Your passion and energy for health and well-being is deeply founded in your desire to help others and to be a positive role model.
+ Relationship Builder: You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.
Certificates, Licenses, Registrations or Professional Designations
+ N/A
Computer Skills
+ Intermediate skills in Excel, PowerPoint, MS Teams, Word, Outlook
Language Skills
+ English (reading, writing, verbal)
Mathematical Skills
+ Intermediate level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.
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. This position also may require the occasional lifting of equipment up to 10 lbs.
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. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform essential functions._
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
Owens & Minor (O&M) is a global healthcare company providing innovative products and solutions across the continuum of care. Our integrated technology, products, and services empower healthcare providers and manufacturers as they make a difference in the lives of patients every day. O&M is headquartered in Richmond, Virginia and is comprised of 17,000+ global teammates. We operate within distribution, production, customer service, and sales facilities located across the Asia Pacific region, Europe, Latin America and North America. We are proud to service healthcare industry customers in 90 countries where we do business today.
Life at O&M
When you become an Owens & Minor teammate, you’re joining a diverse, vibrant organization with a focus on excellence and integrity. Guided by our shared values—Integrity, Development, Excellence, Accountability, Listening—O&M teammates strive to deliver superior service across the continuum of healthcare. O&M is committed to creating a growth-oriented culture that values each teammate’s perspective and contributions.
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 NLST Coordinator is responsible for the triage and escalation of 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.
Key responsibilities for creating a positive, customer/patient-centric environment include:
+ Evangelize our disgruntled customers and turn them into our biggest fans.
+ Support our Field teams, Operations and Sales, by delivering timely feedback that empowers our teams to deliver exceptional patient experiences.
+ Critically problem-solve common complaints by flagging trends and partnering cross-functionally to recommend and implement preventative measures.
+ Proactively create a better customer/patient experience.
+ Be a champion of the employee experience and drive our unique company culture.
+ Support the development and implementation of employee programs that nurture our company's core values to engage employees and create a positive culture.
ESSENTIAL DUTIES AND RESPONSIBILITIES
+ Answers questions, resolves issues and uses proper phone etiquette according to Logistics policy and procedures to deliver customer satisfaction.
+ Completes all necessary communications/documentations to facilitate efficient delivery of the order placed. This would include information about equipment, ensuring supplies and services are consistent with product, and acknowledgement of delivery status.
+ Complies with and adheres to all regulatory compliance areas, policies and procedures and "best practices".
+ Demonstrates professional etiquette and courtesy when interfacing with customers, branches and referral sources.
+ Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action for successful resolution.
+ Performs other related duties as directed by supervisor.
Education and/or Experience
+ Education or experience equivalent to a high school diploma is required.
+ At least two years related experience in customer service is preferred.
+ Customer care and call center-oriented mindset is required.
SKILLS, KNOWLEDGE AND ABILITIES
+ Customer/Patient-Focused: You start with the customer/patient and work backwards. You invest the time and energy to understand the customer’s/patients’ objectives, then tie all your activities directly to the achievement of those objectives.
+ Action-Oriented: You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
+ Collaborative: You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
+ An Effective Communicator: You write and speak clearly, concisely and with a spirit of partnership. You actively inform and inspire with your messaging. You speak plainly and are transparent with your business colleagues.
+ Energetic & Passionate: Your passion and energy for health and well-being is deeply founded in your desire to help others and to be a positive role model.
+ Relationship Builder: You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.
Certificates, Licenses, Registrations or Professional Designations
+ N/A
Computer Skills
+ Intermediate skills in Excel, PowerPoint, MS Teams, Word, Outlook
Language Skills
+ English (reading, writing, verbal)
Mathematical Skills
+ Intermediate level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.
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. This position also may require the occasional lifting of equipment up to 10 lbs.
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. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform essential functions._
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
Owens & Minor (O&M) is a global healthcare company providing innovative products and solutions across the continuum of care. Our integrated technology, products, and services empower healthcare providers and manufacturers as they make a difference in the lives of patients every day. O&M is headquartered in Richmond, Virginia and is comprised of 17,000+ global teammates. We operate within distribution, production, customer service, and sales facilities located across the Asia Pacific region, Europe, Latin America and North America. We are proud to service healthcare industry customers in 90 countries where we do business today.
Life at O&M
When you become an Owens & Minor teammate, you’re joining a diverse, vibrant organization with a focus on excellence and integrity. Guided by our shared values—Integrity, Development, Excellence, Accountability, Listening—O&M teammates strive to deliver superior service across the continuum of healthcare. O&M is committed to creating a growth-oriented culture that values each teammate’s perspective and contributions.
Source : Apria