Patient Account Resolution Specialist

Position Overview

• Location Type:
• Job Type: Full time
• Salary:

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 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 one year of service
• Employee stock purchase plan
• Tuition reimbursement

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 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 for creating a positive, patient-centric environment include:

• 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

• Responsible for supporting branches across a designated market.
• 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.
• Performs other duties as required.

Supervisory Responsibilities

• NONE

Minimum Required Qualifications

Education and/or Experience:

• High school degree or equivalent
• 3-5 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 wel