Offer summary

Qualifications:

Bachelor’s Degree preferred or 10 years of relevant business experience in customer service or revenue cycle., 5+ years of leadership experience in healthcare, CPG, Retail, or Sales/Service industries., Proven track record of delivering exceptional customer experiences in customer-facing environments., Strong communication skills and ability to build relationships with internal and external partners..

Key responsibilities:

Drive strategy and manage execution of the customer service model for the Byram home healthcare business segment.

Ensure the Service Operations Team meets targets across all core KPIs and implement successful training programs.

Identify opportunities to improve customer experience and provide input into customer experience systems and tools.

Manage and inspire a high-performing team while achieving service standards and providing constructive feedback for performance improvement.

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 ensuing assigned tasks are complete and goals are met. Accountable for overall customer experience, service operations execution and teammate engagement. Contributes for forward strategy of company.

Core Responsibilities

Ensures the Service Operations Team achieves targets across all core KPIs
Ensures teammate training programs are successfully implemented and achieve both customer and internal performance standards.
Manages resource decision making and planning
Establishes and supports policies and procedures that produces high quality service delivery that reflect industry best practices.
Create and support processes around a feedback loop, calibration process and other processes to build a scalable quality program
Identifies opportunities to improve the customer experience, analyzing trends and exploring improvement opportunities through partnership with the customer experience process improvement team.
Provides critical input into the design and implementation of all customer experience related systems and tools.
Manages and inspires a team of high performing teammates to advocate for the customer while balancing the needs of the business. Achieves and exceeds service standards by identifying team performance gaps, allocating time to listen, monitor, and provide constructive feedback for performance improvement.
Drives rigorous quantitative and qualitative analyses for customer feedback using leading practices.

Qualifying Experience

Bachelor’s Degree preferred and/or 10 years of relevant business experience (customer service, revenue cycle, etc.)
5 or more years of leadership experience within relevant field/industry (healthcare, CPG, Retail, Sales/Service, etc.)
Experience leading large diverse teams (100+)
Proven track record of delivering world class customer experience in customer facing environments
Demonstrated experience and leadership in Customer Service or revenue cycle
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Demonstrated skill and confidence in proactively building relationships with top tier partners/leaders both internally and externally
Must possess excellent communication skills and the ability to practice proper phone etiquette.
Strong ability to make decisions in a changing environment
Strong ability to anticipate future needs of the organization
Energetic, flexible, collaborative and proactive team leader who welcomes challenges
Manages time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills

*Salary range 180 - 230k plus bonus & stock but will vary by location*

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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.

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