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.

The anticipated salary range for this position is $19.60 - $20.96 (Hourly). The actual compensation offered may vary based on job related factors such as experience, skills, education and location.

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.

Requirements

• High School Diploma or equivalent.
• At least one-year related work experience.
• Intermediate to advanced computer skills.
• Proficient working within multiple systems at once.
• Effective communication in person, on the phone and electronically.
• Intermediate level math skills.
• English (reading, writing, verbal).

Preferred Qualifications

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

Skills

• Organizing
• Problem Solving/Analysis
• Patient Focused
• Teamwork
• Time Management/Multi-tasking

Physical Demands

• Use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear.
• Use computer and telephone equipment.
• Specific vision requirements 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.
• Continually engage in activities that require talking and hearing.
• Frequent variations including sitting, walking, standing, kneeling, reaching or stooping.
• 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 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.