Apria Healthcare Customer Service Specialist Reviews | Glassdoor

Apria Healthcare Customer Service Specialist Reviews

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Customer Service Specialist

2.2
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Dan Starck
14 Ratings

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Pros
  • For the smart go-getters there are opportunities for growth and even some positions that allow people to work from home (in 14 reviews)

  • Good pay, good training for supervisors and above (in 21 reviews)

Cons
  • Very difficult Customer Service to Provide (in 64 reviews)

  • terrible upper management; they do not know what they are doing (in 32 reviews)

More Pros and Cons

  1. Helpful (1)

    "Customer Service Specialist"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Specialist in Tempe, AZ
    Former Employee - Customer Service Specialist in Tempe, AZ
    Recommends
    Neutral Outlook
    Disapproves of CEO

    Pros

    The pay is good, the people are great to work with

    Cons

    The change that goes on within the company and there is no communication from Management to the Customer Service representatives. No time allowed for agents to read all the information, the changes are good but no training on new policies really sucks,

    Advice to Management

    Give training about all new policies, provide time for the employees to read all the information that you send out with out changing when the agents do it no matter what the demands of calls coming in


  2. "Doggy dog place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Specialist in Littleton, CO
    Former Employee - Customer Service Specialist in Littleton, CO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Apria Healthcare full-time (Less than a year)

    Pros

    Good location and you learn a lot

    Cons

    Low pay, bad hours, no raises

    Advice to Management

    Try to make employees know they are doing a good job once in awhile

  3. "Customer Service Specialist"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Specialist in Carnegie, PA
    Former Employee - Customer Service Specialist in Carnegie, PA
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Apria Healthcare full-time (More than a year)

    Pros

    People you work with are great

    Cons

    Too much about numbers and money and not enough about the patients calling in

    Advice to Management

    You are dealing with the elderly and sick so let customer service serve the customer as it should be and stop worrying so much about crunching numbers.


  4. "customer quality specialist"

    StarStarStarStarStar
    Former Employee - Customer Service Quality Specialist in Hanover, PA
    Former Employee - Customer Service Quality Specialist in Hanover, PA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Apria Healthcare (More than a year)

    Pros

    get to help people with their machines and getting them delivered or picked up

    Cons

    their process is all wrong and they dont believe in positive change for growth for company

    Advice to Management

    get new management


  5. "Great idea, poor execution"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Specialist in Houston, TX
    Former Employee - Customer Service Specialist in Houston, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Apria Healthcare full-time (More than 8 years)

    Pros

    Apria Healthcare furnishes equipment to people, such as oxygen tanks, concentrators, walkers, etc. provided they have insurance.

    Cons

    It's a typical call center type job, only you've got people who can't do your job telling you that you're not doing enough. They demand high customer quality, but also that you must have at least 100 calls per day while maintaining high quality (which is impossible with their system) You are chained to your phone. Don't you dare move! Don't you dare take 2 minutes to put ACTUAL information into their file and close it properly... No. You're expected to put junk in, close it and let someone else figure it out later.

    Advice to Management

    To HQ - Hire real managers and maybe you won't lose business to the competition so much.


  6. "Interesting"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Specialist in North Kansas City, MO
    Current Employee - Customer Service Specialist in North Kansas City, MO
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Apria Healthcare full-time (More than a year)

    Pros

    Great Benefits, great people to work with, moving up is fairly easy, isolated location, great communication between managers and employees.

    Cons

    Micromanagement, health insurance, inflexible scheduling, countless system issues, zero tolerance for tardiness and a sense, must adhere to strict standards.


  7. Helpful (1)

    "Good for experience, not for career"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Specialist in Sacramento, CA
    Current Employee - Customer Service Specialist in Sacramento, CA
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I have been working at Apria Healthcare full-time (Less than a year)

    Pros

    - Macro-management: Very low key managing. The good thing is that the supervisors trust you to do your job, but you also have to be a quick learner and KNOW how to do your job.
    - Work-from-home opportunities: Lots of work-from-home opportunities when you have been here for a long time and of course, you don't have any behavioral or attendance issues.
    - Lots of OT if you want it.
    - Not bad if you are looking to get into the healthcare field, but not good if you want a career job
    - It seems like the company is beginning to understand what they lack and are trying to change their direction. The question now is: Can they actually do it?

    Cons

    - Old building and often dirty: There is only one break room for regular employees in the Sacramento and that is upstairs so you have to go upstairs every day to put your lunch away and to eat lunch. The sinks are not clean and they do not provide any dish soap. The coffee doesn't taste good either. The filters do not look clean and it is dusty everywhere. Also, when people walk upstairs, it feels like the building is going to fall down.
    - Low raises: They give very low raises, if they even give the raise.
    - Lack of training: They train you on things that has nothing to do with your actual job. The first two weeks of training was actually virtual (over the phone/internet) and they only taught you about the company itself, nothing about your actual responsibilities. Also, you sit around doing nothing for a whole day sometimes because they can't find people to train you on your actual job and it feels like forever to even start your job.
    - No advancement opportunities: There's no way to advance here. You can get a different position, but it's all basically the same career level.
    - Lack of organization: It is very unorganized here. Everyone touches each other's orders and while some people are given work updates, others don't get it and everyone's knowledge level ends up being way off even though they're on the same team.
    - Lack of teamwork: The managers here are not big on encouraging any kind of teamwork even though you are a team and they say you are, but they don't do anything to encourage or fix it if the teamwork is breaking apart. A lot of the employees hate training others and they show it.
    - Very old-school: What I mean by this is that there are people here who have been here since the beginning of the company and they like to do things the "old-school" way, I should say, and they don't like change. When things change to make the company better and to follow the flow of the changing business scene, a lot of them don't like it and throw a fit because they want to do things the way they've always done and don't care for any improvement. The good thing though is that the company itself is trying to change their old ways to make the company better.
    - Non-flexible schedules: You have to bid for shifts and stick to that schedule. You can work with your supervisor for a different schedule, but I am not sure if it mostly gets approved or not. Not only that, but you are basically expected to work OT all the time and they say you don't have to, but you feel like if you don't then you are not a good employee so you end up having to anyway and there is ALOT of OT.

    Advice to Management

    Please be more proactive when it comes to your employees. It's understanding that this company focuses on macro-management, but a lot of the time the supervisors don't do a good job in getting information to everyone, or even making sure everyone understands something. They just send out an email and "expect" everyone to have no questions and just acknowledge that they got the email without even caring if they understand the material. The supervisors need to become more involved. If they are out of state, they should at least do monthly phone meetings so that everyone gets a chance to talk to each other once in a while and it also boosts employee morale.

  8. "Customer Service Representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Specialist in Overland Park, KS
    Former Employee - Customer Service Specialist in Overland Park, KS

    I worked at Apria Healthcare (More than a year)

    Pros

    Met some great people here.

    Cons

    Low wages and not enough training. I felt that I had a skill that could have been used more effectively and benefited the company.

    Advice to Management

    Make the best use of your employees.


  9. Helpful (1)

    "Not Enough Training"

    StarStarStarStarStar
    Former Employee - Customer Service Specialist in Littleton, CO
    Former Employee - Customer Service Specialist in Littleton, CO

    I worked at Apria Healthcare (Less than a year)

    Pros

    They pay comparatively good hourly wages.

    Cons

    They put you out on the floor after minimal training.

    Advice to Management

    More in depth training so that employees aren't left feeling like deer in the headlights.


  10. "dont go here"

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Specialist
    Current Employee - Customer Service Specialist
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    Pros

    i cant think of any

    Cons

    archaic management, horrible insurance, boring job, cant advance. everything is fixed, if you are a tattle tale you might make go up with the company

    Advice to Management

    treat employees with respect,. managers should follow same rules as employees do,