BRANCH COORDINATOR

About the role

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.

Pay: $18.33 - $26.69 / hour

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. Request health plan authorizations/information as required; either electronically or verbally.
• Review new and recurring patient accounts, obtain all necessary documentation from the referral source to bill the individual health insurance plans, allowing patients to maximize their available health plan benefits and receive 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.

Requirements

• High School Diploma or equivalent.
• At least one year of related work experience.
• Intermediate to advanced computer skills; proficient working within multiple systems at once.
• Effective communication in person, on the phone, and electronically.
• Organizing, problem solving, and time management/multi-tasking abilities.
• Patient-focused with strong teamwork skills.
• Intermediate level math skills.
• English language proficiency (reading, writing, verbal).

Preferred Qualifications

• At least two years’ experience in an office environment, healthcare setting, or call center.
• Experience utilizing a multi-line phone system.

Physical Demands

• Regular use of hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear.
• Use of computer and telephone equipment, document imaging systems, and handheld devices (tablet).
• Regular reading of documents and transcribing accurate information and numbers/values.
• Frequent talking and hearing in customer interactions.
• Frequent variations including sitting, walking, standing, kneeling, reaching, or stooping.
• Occasionally required to stand, lift, push, or pull objects ranging from 10 lbs to 40 lbs.

Work Environment

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

Benefits

• Medical, dental, and vision care coverage.
• Paid time off plan.
• 401(k) Plan.
• Flexible Spending Accounts.
• Basic life insurance.
• Short- and long-term disability coverage.
• Accident insurance.
• Teammate Assistance Program.
• Paid parental leave.
• Domestic partner benefits.
• Mental, physical, and financial well-being programs.