VP, Insurance Verification and Qualification - Customer Operations

Apria Healthcare; Springfield (MO); Remote; USD 180,000 - 230,000; Full time

Job summary

A leading healthcare company seeks a Customer Operations Manager to drive strategy and manage execution within the Byram home healthcare business segment. This remote position requires strong leadership skills, extensive experience in customer service, and the ability to enhance customer experience through effective team management. The ideal candidate will have a proven track record in leading diverse teams and delivering excellent customer service.

Benefits

Medical, dental, and vision insurance

401(k) eligibility after one year

Employee stock purchase plan

Tuition reimbursement

Qualifications

• 10 years of relevant experience in customer service or revenue cycle.
• 5+ years of leadership experience in healthcare or related fields.
• Experience leading large diverse teams (100+ members).

Responsibilities

• Drives strategy and manages execution of customer service model.
• Ensures Service Operations Team achieves targets across core KPIs.
• Manages and inspires a high-performing team.

Skills

Leadership

Customer service

Problem-solving

Communication

Relationship-building

Education

Bachelor’s Degree

Job description

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 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 one year of service
• Employee stock purchase plan
• Tuition reimbursement

Summary

Remote position with preference in White Plains, NY or Downers Grove, IL

Drives strategy and manages execution of customer service model for Byram home healthcare business segment. Leads Customer Operations teams while ensuring assigned tasks are complete and goals are met. Accountable for overall customer experience, service operations execution, and teammate engagement. Contributes to the forward strategy of the company.

Core Responsibilities

• Ensures the Service Operations Team achieves targets across all core KPIs
• Ensures teammate training programs are successfully implemented and meet performance standards
• Manages resource decision-making and planning
• Establishes and supports policies and procedures that produce high-quality service delivery reflecting industry best practices
• Creates and supports processes around feedback loops, calibration, and other quality programs
• Identifies opportunities to improve customer experience through trend analysis and partnership with process improvement teams
• Provides input into the design and implementation of customer experience systems and tools
• Manages and inspires a high-performing team to advocate for the customer while balancing business needs. Monitors performance and provides feedback for improvement.
• Conducts customer feedback analysis using best practices

Qualifying Experience

• Bachelor’s Degree preferred and/or 10 years of relevant experience in customer service, revenue cycle, etc.
• 5+ years of leadership experience in relevant fields (healthcare, CPG, retail, sales/service)
• Experience leading large diverse teams (100+ members)
• Proven track record of delivering excellent customer experience in customer-facing environments
• Leadership in Customer Service or revenue cycle roles
• Ability to solve practical problems with limited standardization
• Strong relationship-building skills with internal and external partners
• Excellent communication skills and proper phone etiquette
• Decision-making ability in dynamic environments
• Ability to anticipate organizational needs
• Energetic, flexible, collaborative, proactive leadership style
• Effective time and resource management skills

Salary range $180,000 - $230,000 plus bonus & stock, varies by location.