Inogen, Inc.
  • Patient Intake
  • Richardson, TX, USA
  • Full Time

ABOUT INOGEN Inogen was founded in 2001 to improve quality of life and increase freedom and independence for oxygen therapy users. Inogen is innovation in oxygen therapy. The Inogen mission is to improve freedom and independence for oxygen therapy patients through innovative products and services. Inogen is a manufacturer and Accredited Homecare Provider.

Inogen is focused on quality care, continuous improvement, and outstanding customer satisfaction. We are a stable, USA based company dedicated to providing an exciting and rewarding career to our employees. We completed a successful Initial Public Offering on the NASDAQ in 2014 and have demonstrated substantial growth over the last five years. Our work environment is casual yet high performing, and we are looking for seriously talented, motivated, and fast-paced professionals to join our team.

JOB DESCRIPTION 

The Director of Rental Operations is responsible for executing the company's rental growth strategy and supporting customer experience initiatives. The areas of responsibility for this role includes working with the Sales and Marketing teams to identify new prospective rental patients, working with patients and physicians for onboarding in a timely manner, the intake and setup of patient profiles in the proper operating systems to ensure accurate billing and reimbursement. This role also has responsibility for order entry and rental expansion personnel across multiple sites, and ensures processes and policies are consistent across these sites and compliant with all applicable regulations.  In addition, the Director of Rental Operations will work across the organization to ensure Inogen is maximizing the customer experience, managing and reducing costs associated with the business line, as well as the delivery of projects supporting the rental business.

Key Competencies:

  • Multi-site management of rental expansion, intake operations and customer experience projects as assigned.
  • Project manager for rental profitability initiative.
  • Responsible for key decision making for operational activities and setting strategic goals.
  • Plan and monitor the day-to-day running of the rental operations, including the Order Intake, Order Entry, and other support teams as assigned.
  • Work with Product Management and Engineering to develop products and services to support/grow the rental business.
  • Responsible for strategic alliances and potential acquisitions to strengthen and grow the rental business.
  • Work across the organization to identify new revenue opportunities, cost reduction initiatives, track progress, and drive accountability of projects related to rental commercial operations.
  • Utilize key performance indicators to manage to budget responsibilities associated with the onboarding of new rental patients.
  • Establish and execute new revenue opportunities, cost reduction initiatives, track progress, and drive accountability of projects related to rental commercial operations.
  • Ensure Inogen's compliance with all state and federal regulations and maintain compliance with all Medicare and private insurance regulations.
  • Monitors trends for patient retention, customer surveys and results, and customer feedback reporting.
  • Assists with Budget management for the Patient Services teams including capacity planning, headcount, and continuous improvement.
  • Responsible for all departmental scripting, training and comprehensive testing materials.
  • Capture and download data to fulfill departmental metric reporting.
  • Review SOP and evaluate to improve departmental process and workflows.
  • Oversee the continuous improvement of service to internal and external customers, including administration of customer surveys.
  • Maintain regular and punctual attendance.
  • Comply with all company policies and procedures.
  • Assist with any other duties as assigned.

Do you possess these abilities?

  • Demonstrate critical thinking, problem solving, decision making, sound judgement and assertiveness as needed.
  • Strong relationship building and interpersonal skills in working with internal and external customers.
  • Ability to work self-manage and work independently.
  • Ability to thrive in a dynamically changing organization.
  • Excellent management skills, both of individuals as well as projects.
  • Multi-site call center management experience.
  • Knowledge of CRM, telephony and workforce management systems.
  • Must have strong work ethic.
  • Excellent oral and written communication skills required.
  • Attention to detail is required.
  • Effective conflict resolution.
  • Analytical & problem-solving skills & ability to multi task.
  • Solutions-oriented problem solver.
  • Excellent planning, communication and organizational skills.
  • Ability to effectively interface with different departments within the company.
  • Proven management ability: Solid conflict resolution skills, ability to coach and mentor diverse team members.

Requirements:

  • Bachelor's degree in Business, or related field of study, required.
  • MS/MBA/MA, preferred.
  • 12-15 years' experience of Operations, Call Center Management or Sales Organization, required; 2 years' experience at a Director level or above, preferred.
  • 6 years management experience, with a minimum of five direct reports, required.
  • 4 years' experience leading 24/7 customer service team or medical sales personnel, preferred.
  • Advanced knowledge/proficiency in Microsoft Office, Oracle or Salesforce, required.
  • A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.

 

WHY INOGEN Inogen is a dynamic company that is not only focused on quality care of patients, but is also committed to being a top employer.  Each of Inogen' s offices have a casual culture that supports employees being responsible and developing professionals.

We offer competitive salaries and a robust benefit package:

  • Employee Stock Purchase Plan 401 (K) plan available for all employees Health, dental, vision insurance Flexible spending accounts and wellness discount program Life Insurance Long Term Disability Robust paid time off and 8 paid holidays Employee Assistance Program

See the Inogen Team in action:

https://www.youtube.com/watch?v=dKoTMeJf5J4

 

Inogen Where we go to work hard to positively impact people's lives

 

Inogen is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster and its supplement are available here: http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm; http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.  The pay transparency policy is available here: http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf.

Inogen is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to recruiting@inogen.net or call (972) 616-5668 and let us know the nature of your request and your contact information.

 

 

Inogen, Inc.
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