Patient Account Resolution Specialist

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.

Key responsibilities

• Evangelize our customers and turn our 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.

Essential Duties and Responsibilities

• Review of new and recurring patient accounts to obtain the documentation from the referral source required 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.
• Research and secure required information from the customer 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 that it meets compliance criteria to the relevant standards and regulations.
• Perform follow-up to achieve timely reimbursement.

Qualifications

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

Skills, Knowledge and Abilities

• Patient-Focused: Start with the patient and work backwards. Invest the time and energy to understand the patients' objectives, then tie all your activities directly to the achievement of those objectives.
• Action-Oriented: Thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
• Collaborative: Love teamwork. Your colleagues love having you on the team. Work well across functions and groups.
• An Effective Communicator: Write and speak clearly, concisely, and with a spirit of partnership. Write and speak plainly and are transparent with your business colleagues.
• Energetic & Passionate: Your passion and energy for health and well-being is deeply founded in your desire to help others and to be a positive role model.
• Relationship Builder: Excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.

Supervisory Responsibilities

N/A

Minimum Required Qualifications

• Education and/or Experience: High school degree or equivalent3-5 years’ experience in healthcare/health insurance industry

Teammate Benefits

• Miscellaneous benefits including 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.

Company Systems and Equipment

This position requires individuals to 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 of the United States is not permitted without prior authorization.