Branch Support Specialist (Customer Service)

Job Summary (External): Apria Healthcare’s mission is to improve the quality of life for our patients at home.
We are looking for empathetic, thoughtful and compassionate people, to meet the needs of our patients.
Already an industry leader in healthcare services, we provide home respiratory services and select medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer.
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 (External): 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.
Benefits: Comprehensive benefits package offered for eligible employees: Competitive salary Ability to have early access to earned wages Medical, Dental and Vision Healthcare Flexible Spending Accounts and Healthcare Savings Accounts Life, AD&D and Disability Insurance Paid Time Off, including Vacation, Personal Time, Paid Sick Leave & Paid Holidays 401K Savings Plan (available immediately) Educational Assistance Employee Referral Reward Program Employee Discount Programs Company Paid Employee Assistance Plan (available immediately) We recognize our veterans by offering a company paid day off for Veterans Day Career Advancement/ Development Opportunities Salary Range: $14.
95 - $20.
96 / hour 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