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Customer Service Representative
2 months ago
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Apria. As a key member of our branch team, you will play a vital role in delivering exceptional customer service to our patients and healthcare providers.
Key Responsibilities- Act as the first point of contact for patients arriving in person, providing a warm and welcoming experience.
- Answer inbound calls from customers, providing information, troubleshooting common issues, and escalating queries or concerns when necessary.
- Process duties for the branch, including creating and working with new orders, reviewing multiple systems simultaneously, confirming delivery appointments, verifying insurance, and obtaining authorization of equipment based on payor guidelines.
- Work with sales teams, referrals, and patients to gather documentation and information needed to meet insurance guidelines, requesting health plan authorizations and information as required.
- Review new and recurring patient accounts, obtain necessary documentation from referral sources, and bill individual health insurance plans to maximize patient benefits and receive necessary care.
- 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.
- High School Diploma or equivalent.
- At least one year of related work experience.
- Intermediate to advanced computer skills, proficient in working within multiple systems at once.
- Effective communication skills, both in person and over the phone.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities.
- At least two years of experience in an office environment, healthcare setting, or call center.
- Experience utilizing multi-line phone systems.
This role is performed in an office setting with moderate noise levels and indoor fluorescent lighting. Regularly required to use hands to write, use a computer or handheld device, telephone, and use a document imaging system and manipulate documents. Continually engages in activities that require talking and hearing. Frequent variations include sitting, walking, standing, kneeling, reaching, or stooping. Occasionally required to stand, lift, push, or pull objects ranging from 10 lbs - 40 lbs.
