On-Demand Webinar: How to Scale Recruiting Call Center Staff in Healthcare

Annette Gonzalez, and her team, transformed Apria’s call center hiring process using eSkill assessments. These changes reduced turnover, decreased average handle time, increased the scalability of their recruiting program, and improved team morale for new call center employees and trainers.

Annette will share Apria’s journey to improve their remote onboarding program when hiring Customer Service and Patient Qualification Specialists was at an all-time high.

Annette’s inspiring story will equip you with valuable insights you can implement to improve your customer care experience and create an environment for happier employees.

Takeaways

• How to scale your onboarding program without hiring more recruiters
• Ways to increase efficiency in new hire classes and reduce rework for your training staff
• What to consider when developing a remote onboarding program
• How to lower handle times and gain more qualified candidates

Who Should Attend

• Recruiting Staff
• Call Center Training Managers
• Learning and Development Healthcare Managers

About Our Speaker

Annette Gonzalez is a Senior Manager with over 10 years of experience in the Healthcare Industry.  She brings “on the field” experience and expertise to her role along with a dedication to servant leadership. For the past 5 years she has supervised Apria’s tenacious Learning & Development Training team.

While at Apria she participated in a BPO launch in 2015, led training efforts to decentralize customer service operations in 2019, and most recently, created a Senior/Lead certification program.  Since the inception of the Senior/Lead program, Apria has certified 107 Senior/114 Lead positions. Additionally in 2020 she led the RM Training team to revamp all curriculums and implement self-paced training as well as gamification while assisting with implementation of candidate skills assessment.

During her spare time Annette enjoys growing vegetables in her home garden, sewing scrub caps for local hospitals, and enjoys hiking with her dogs.

About Apria

Apria is a leading provider of home healthcare equipment and related services across the USA. Apria offers a comprehensive range of products and services for in-home care and delivery of respiratory therapy, obstructive sleep apnea treatment, negative pressure wound therapy, and additional equipment and services.

Apria’s focus is being the industry’s highest-quality provider of home healthcare therapies that require high-touch service while providing a bridge from the acute care setting to the home and maintaining a commitment to being a low-cost operator. Apria offers a compelling value proposition to patients, providers, and payors by allowing patients to receive necessary care and services in the comfort of their own homes while simultaneously reducing the costs of treatment. Apria serves nearly 2 million patients through approximately 275 branches.