BRANCH COORDINATOR

At Accendra Health, we understand that healthcare is complex, and we’re here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve.

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 $17.64 - $18.86 per hour. 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. 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 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.
• Organizing, problem-solving, and analytical skills.
• Patient-focused with a strong commitment to teamwork.
• Effective time management and multi-tasking abilities.
• Strong communication skills in person, on the phone, and electronically.
• Intermediate to advanced computer skills; proficient working within multiple systems simultaneously.
• English language proficiency (reading, writing, verbal).
• Intermediate-level math skills.

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.
• Specific vision requirements include close and distance vision.
• Regularly required to write, use a computer or handheld device (tablet), telephone, document imaging system, and manipulate documents.
• Regularly required to read documents and write neatly, legibly, and transcribe accurate information and numbers/values.
• Continual engagement in activities requiring talking and hearing.
• Frequent variations in position 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.