Patient Account Resolution Specialist Lead-COE - Apria
Indianapolis, IN
About the Job
At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
Owens & Minor teammate benefits include:
+ Medical, dental, and vision insurance, available on first working day
+ 401(k), eligibility after 30 days of employment
+ Employee stock purchase plan
+ Tuition reimbursement
+ Development opportunities to grow your career with a global company
ABOUT THE COMPANY
_Apria Healthcare’s mission is to improve the quality of life for our patients at home. We are looking for empathetic, thoughtful and compassionate people, to meet the needs of our patients. Already an industry leader in healthcare services, we provide home respiratory services and select medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer._
JOB SUMMARY
The Individual Contributor will provide excellent customer service and product information, solutions and relevant details to patients, providers and internal customers. Most importantly, this position provides above and beyond communication with our patients and internal customers so that they feel heard, understood, valued and more connected with Apria. Key responsibilities for creating a positive, patient-centric environment include:
+ Build customer loyalty and retention.
+ 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
+ Responsible for supporting a designated market.
+ Review of new and recurring patient accounts to obtain the documentation 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 ensure coverage of equipment through the health insurance plan.
+ Manage collaborative relationships with field leadership, referral sources 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.
+ Champions new initiatives to ensure alignment to company objectives and assist with change management.
+ Effectively mentor on best practices, tools, and complex resolution.
+ Lead special projects.
+ Responsible to mentor on best practices, tools, and complex account resolution.
+ Analyze performance data/metrics and contribute to developing strategy plans.
+ Successfully completes a certification program.
+ Completes audits to ensure accuracy and process adherence; provides positive and developmental coaching as needed.
+ Performs other duties as required.
SUPERVISORY RESPONSIBILITIES
+ N/A
MINIMUM REQUIRED QUALIFICATIONS
Education and/or Experience
+ High school diploma or equivalent
+ 5 years’ experience in healthcare/health insurance industry
SKILLS, KNOWLEDGE AND ABILITIES
+ Patient-Focused: You start with the patient and work backwards. You invest the time and energy to understand the patients’ objectives, then tie all your activities directly to the achievement of those objectives.
+ Action-Oriented: You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
+ Collaborative: You love teamwork. Your colleagues love having you on the team. You 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. You 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: You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.
Certificates, Licenses, Registrations or Professional Designations
+ N/A
Computer Skills
+ Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, Word
Language Skills
+ English (reading, writing, verbal)
Mathematical Skills
+ 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 also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder. This position also may require the occasional lifting of equipment up to 50 lbs.
OTHER INFORMATION
_The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual’s position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform essential functions._
PLEASE NOTE: This is a remote position which is US-based. This role 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.
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
Owens & Minor (O&M) is a global healthcare company providing innovative products and solutions across the continuum of care. Our integrated technology, products, and services empower healthcare providers and manufacturers as they make a difference in the lives of patients every day. O&M is headquartered in Richmond, Virginia and is comprised of 17,000+ global teammates. We operate within distribution, production, customer service, and sales facilities located across the Asia Pacific region, Europe, Latin America and North America. We are proud to service healthcare industry customers in 90 countries where we do business today.
Life at O&M
When you become an Owens & Minor teammate, you’re joining a diverse, vibrant organization with a focus on excellence and integrity. Guided by our shared values—Integrity, Development, Excellence, Accountability, Listening—O&M teammates strive to deliver superior service across the continuum of healthcare. O&M is committed to creating a growth-oriented culture that values each teammate’s perspective and contributions.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
Owens & Minor teammate benefits include:
+ Medical, dental, and vision insurance, available on first working day
+ 401(k), eligibility after 30 days of employment
+ Employee stock purchase plan
+ Tuition reimbursement
+ Development opportunities to grow your career with a global company
ABOUT THE COMPANY
_Apria Healthcare’s mission is to improve the quality of life for our patients at home. We are looking for empathetic, thoughtful and compassionate people, to meet the needs of our patients. Already an industry leader in healthcare services, we provide home respiratory services and select medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer._
JOB SUMMARY
The Individual Contributor will provide excellent customer service and product information, solutions and relevant details to patients, providers and internal customers. Most importantly, this position provides above and beyond communication with our patients and internal customers so that they feel heard, understood, valued and more connected with Apria. Key responsibilities for creating a positive, patient-centric environment include:
+ Build customer loyalty and retention.
+ 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
+ Responsible for supporting a designated market.
+ Review of new and recurring patient accounts to obtain the documentation 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 ensure coverage of equipment through the health insurance plan.
+ Manage collaborative relationships with field leadership, referral sources 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.
+ Champions new initiatives to ensure alignment to company objectives and assist with change management.
+ Effectively mentor on best practices, tools, and complex resolution.
+ Lead special projects.
+ Responsible to mentor on best practices, tools, and complex account resolution.
+ Analyze performance data/metrics and contribute to developing strategy plans.
+ Successfully completes a certification program.
+ Completes audits to ensure accuracy and process adherence; provides positive and developmental coaching as needed.
+ Performs other duties as required.
SUPERVISORY RESPONSIBILITIES
+ N/A
MINIMUM REQUIRED QUALIFICATIONS
Education and/or Experience
+ High school diploma or equivalent
+ 5 years’ experience in healthcare/health insurance industry
SKILLS, KNOWLEDGE AND ABILITIES
+ Patient-Focused: You start with the patient and work backwards. You invest the time and energy to understand the patients’ objectives, then tie all your activities directly to the achievement of those objectives.
+ Action-Oriented: You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
+ Collaborative: You love teamwork. Your colleagues love having you on the team. You 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. You 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: You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.
Certificates, Licenses, Registrations or Professional Designations
+ N/A
Computer Skills
+ Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, Word
Language Skills
+ English (reading, writing, verbal)
Mathematical Skills
+ 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 also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder. This position also may require the occasional lifting of equipment up to 50 lbs.
OTHER INFORMATION
_The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual’s position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform essential functions._
PLEASE NOTE: This is a remote position which is US-based. This role 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.
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
Owens & Minor (O&M) is a global healthcare company providing innovative products and solutions across the continuum of care. Our integrated technology, products, and services empower healthcare providers and manufacturers as they make a difference in the lives of patients every day. O&M is headquartered in Richmond, Virginia and is comprised of 17,000+ global teammates. We operate within distribution, production, customer service, and sales facilities located across the Asia Pacific region, Europe, Latin America and North America. We are proud to service healthcare industry customers in 90 countries where we do business today.
Life at O&M
When you become an Owens & Minor teammate, you’re joining a diverse, vibrant organization with a focus on excellence and integrity. Guided by our shared values—Integrity, Development, Excellence, Accountability, Listening—O&M teammates strive to deliver superior service across the continuum of healthcare. O&M is committed to creating a growth-oriented culture that values each teammate’s perspective and contributions.
Source : Apria
