Inogen, Inc.
  • Customer Care Center
  • Cleveland, OH, 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 Customer Care Center Supervisor will supervise a team of Patient Advocates to support and service respiratory patients that have purchased directly from Inogen or have enrolled in Inogen's home respiratory therapy services through the Contact Center Operation. The supervisor will hold the team accountable for managing the contact center call flow, volume, contact center support operations, daily tasks, and monthly metrics. Conducts on-going analysis for process improvements and ensures effective training is conducted in the department. 

Key Competencies:

  • Resolves patients and provider concerns that are escalated by Patient Advocate.
  • Monitors calls for Quality Management in accordance with the Center of Excellence Quality Management System.
  • Leads the team in achieving monthly metrics by managing call flow, volume, AHT, ASA, Occupancy Rate and daily tasks.
  • Conducts on-going analysis for process improvements, improved efficiency and improved customer service.
  • Regularly reviews data entry processes to ensure accuracy.
  • Maintains current knowledge regarding Inogen's best practices. Evaluates, identifies, and recommends systems and practices that would enhance and improved productivity.
  • Maintain strict confidentiality of client, company and personnel information.
  • Assisting in interviewing or recommending applicants to meet staffing needs based on yearly budget.
  • Ensures the training and development of staff by identifying training needs and establishing initiatives to meet departmental goals, including product changes.
  • Maintains a positive work environment and structure that supports self-directed teams to improve their skills, knowledge, and capability of the team.
  • Promotes open-communication, employee recognition, and administrates effective employee relation practices.
  • Supports sales direct to patient and/or to provider in collaboration with sales representative, distributors, and partners both domestically and internationally.
  • Assists in personnel actions such as conducting performance reviews and disciplinary action.
  • Provide sales support for field sales representatives and DTP sales representatives.
  • Adheres to Inogen's core values.
  • Perform other duties as assigned.

Do you possess these abilities?

  • Effective verbal, written communication skills and ability to develop training programs required
  • Self-motivated, flexible, creative problem solving, out of the box thinker
  • Ability to relate positively with customers required
  • Ability to train employees on all products and processes required
  • Project management experiences a plus
  • Basic analytical skills required
  • Medical industry background desired
  • Oracle experience desired
  • Must possess good time management skills and have the ability to prioritize

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the office work environment is moderate.
  • Up to 90% of their time will be spent working on the computer, on the phones, reading, typing, and training/meeting with others.
  • Up to 5% of their time will be spent setting up or moving equipment within the office environment. (if applicable)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee will be sitting at a desk working on a computer. The employee will also be required to use the telephone as well as speaking with and listening to others.  
  • This job requires employee to frequently walk, sit, talk and hear, typing or writing during working hours.

 

Requirements:

  • Graduation from high school or GED equivalent required
  • Bachelor's degree preferred
  • 1-2 years in a related industry with management/supervisory experience required
  • 1-2 years developing training programs desired

 

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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