Branch Support Specialist (Customer Service)

Job Summary

JOB SUMMARY

Our Branch Coordinators positively impact the lives of patients and their caregivers, by phone and in person, delivering excellent Customer Service during each interaction.  Working collaboratively with patients, providers and other team members, Branch Coordinators ensure orders are received and processed timely, efficiently, and accurately.  Branch Coordinators play an important role in ensuring Apria is paid for the services we provide by obtaining all necessary documentation required to bill health insurance plans.       

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Act as first point of contact to patients arriving in person.
• Answer inbound calls from customers on a multi-line phone system; provide information to new and existing patients, troubleshoot common issues, work with the branch team and other departments to find appropriate resolutions and escalate queries or concerns when necessary.
• Perform processing duties for the branch; including, but not limited to, creating, and working with new orders, reviewing multiple systems simultaneously to assist customers, confirming delivery appointments, verifying insurance, obtaining authorization of equipment based on payor guidelines, monitoring incoming faxes, and performing data entry.
• Work with sales team, referrals and/or patients to gather documentation/information needed to meet insurance guidelines. Requests health plan authorizations/information as required; either electronically or verbally.
• Review of new and recurring patient accounts, obtain all necessary documentation from the referral source to bill the individual health insurance plans, allowing our patients to maximize their available health plan benefits and to receive the much-needed care as soon as possible.
• Collect credit card payments and billing information, reconcile daily receivables, and submit to the lock box.
• Perform outbound customer satisfaction calls to patients and referrals.
• May conduct downloads of recording devices such as apnea monitors, oximeters, CPAP devices and other respiratory equipment.
• May perform functional tests on certain respiratory equipment.
• Performs other duties as required.

 

SUPERVISORY RESPONSIBILITIES

• None

Minimum Required Qualifications

MINIMUM REQUIRED QUALIFICATIONS

 

Education and/or Experience

• High School Diploma or equivalent required
• At least one-year related work experience required
• At least two years experience in an office environment, healthcare setting or call center preferred
• Experience utilizing multi-line phone system preferred

 Certificates, Licenses, Registrations or Professional Designations

• None

 SKILLS, KNOWLEDGE AND ABILITIES

• Organizing
• Problem Solving/Analysis
• Patient Focused
• Teamwork
• Time Management/Multi-tasking
• Effective communication in person, on the phone and electronically

 Computer Skills

• Intermediate to advanced computer skills
• Proficient working within multiple systems at once

 Language Skills

• English (reading, writing, verbal)

 Mathematical Skills

• Intermediate level math skills

PHYSICAL DEMANDS

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. 

• The employee uses computer and telephone equipment.
• Specific vision requirements of this job include close vision and distance vision.
• Regularly required to use hands to write, use computer or handheld device (tablet), telephone and use a document imaging system and manipulate documents.
• Regularly required to read documents and write neatly, legibly and transcribe accurate information and numbers/values.
• Employee continually engages in activities that require talking and hearing.
• This position requires frequent variations including sitting, walking, standing, kneeling, reaching or stooping.
• Strength Aspects:
• • Occasionally required to stand, lift, push or pull objects ranging from 10 lbs - 40 lbs.

 WORK ENVIRONMENT

• Work is performed in an office setting with exposure to moderate noise and indoor florescent lighting.  

The physical demands and work environment characteristics described above 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.

EEO Statement

As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law.  Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet

Employment Type: OTHER