Patient Account Resolution Specialist

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. With deep expertise promoting health outside the hospital and a presence in communities nationwide through our Apria and Byram Healthcare brands, Accendra Health does more than just deliver the essentials.

About the role

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.

Responsibilities

• Evangelize our customers and turn 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.
• Responsible for supporting branches across a designated market.
• Review new and recurring patient accounts to obtain documentation from the referral source required to bill individual health insurance plans, allowing patients to maximize their available health plan benefits and receive needed care as soon as possible.
• Research and secure required information from customers 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 it meets compliance criteria relevant to standards and regulations.
• Perform follow-up to achieve timely reimbursement.
• Perform other duties as required.

Requirements

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

Skills

• Patient-Focused: You start with the patient and work backward. You invest time and energy to understand patients’ objectives, then tie all activities directly to achieving those objectives.
• Action-Oriented: You thrive as a self-starter who proactively senses and responds to problems and opportunities with minimal supervision.
• Collaborative: You excel in teamwork and 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.
• Energetic & Passionate: Your passion and energy for health and well-being are deeply rooted in your desire to help others and be a positive role model.
• Relationship Builder: You excel in getting people involved and building a network of contacts that multiply your influence on the organization.
• Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, and Word.
• Proficiency in English (reading, writing, verbal).
• 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 may also require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, and reaching above the shoulder. This position may require the occasional lifting of equipment up to 50 lbs.

Pay

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

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.

This is a remote, US-based position. Individuals must 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 the U.S. is not permitted without prior authorization.