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Patient Account Resolution Specialist

Patient Account Resolution Specialist

Owens & MinorPhoenix, AZ, US
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Apria Healthcare Customer Service Representative

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include :

  • Medical, dental, and vision insurance, available on first working day
  • 401(k), eligibility after one year of service
  • Employee stock purchase plan
  • Tuition reimbursement

Job Summary

The individual contributor will provide excellent customer service and product information, solutions and relevant details to patients and providers. Most importantly, this position provides above and beyond communication with our patients so that they feel heard, understood, valued and more connected with Apria. Key responsibilities for creating a positive, patient-centric environment include :

  • Evangelize our customers and turn our disgruntled patients into our biggest fans.
  • Support our Field teams, Operations and Sales, by delivering timely feedback that empowers our teams to deliver exceptional patient experiences.
  • Critically problem-solve common complaints by flagging trends and partnering cross-functionally to recommend and implement preventative measures.
  • Proactively create a better patient experience.
  • Be a champion of the employee experience and drive our unique company culture.
  • Support the development and implementation of employee programs that nurture our company's core values to engage employees and create a positive culture.

    • The anticipated hourly range for this position is $12.20 - $19.60. The actual compensation offered may vary based on job-related factors such as experience, skills, education, and location.

    Essential Duties and Responsibilities

  • Responsible for supporting branches across a designated market.
  • Review of new and recurring patient accounts to obtain the documentation from the referral source required 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.
  • Research and secure required information from the customer to continue coverage of equipment through the health insurance plan.
  • Manage collaborative relationships with field leadership, referrals and patients through effective outreach to drive account resolution.
  • Evaluate all documentation received to ensure that it meets compliance criteria to the relevant standards and regulations.
  • Perform follow-up to achieve timely reimbursement.
  • Performs other duties as required.

    • Supervisory Responsibilities

  • N / A

    • Minimum Required Qualifications

  • High school degree or equivalent
  • 3-5 years' experience in healthcare / health insurance industry

    • Skills, Knowledge and Abilities

  • Patient-focused : You start with the patient and work backwards. You invest the time and energy to understand the patients' objectives, then tie all your activities directly to the achievement of those objectives.
  • Action-oriented : You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
  • Collaborative : You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
  • An effective communicator : You write and speak clearly, concisely and with a spirit of partnership. You actively inform and inspire with your messaging. You speak plainly and are transparent with your business colleagues.
  • Energetic & passionate : Your passion and energy for health and well-being is deeply founded in your desire to help others and to be a positive role model.
  • Relationship builder : You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.

    • Computer Skills

  • Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, Word

    • Language Skills

  • English (reading, writing, verbal)

    • Mathematical Skills

  • Intermediate level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.

    • Physical Demands

    This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus. It also may require occasional lifting, carrying, walking, climbing, kneeling, bending / stooping, twisting, pulling / pushing, walking, bending, stooping, and reaching above the shoulder. This position also may require the occasional lifting of equipment up to 50 lbs.

    Other Information

    The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual's position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform essential functions.

    This is a remote position which is US-based. This role requires individuals to physically reside and work within the United States. Company systems and equipment are monitored for security and other purposes and removal of Company equipment outside of the United States is not permitted without prior authorization.

    Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.

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