Job Description: Patient Service Representative

Employment Type: Full-time

Position Overview

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with over 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.

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

• Responsible for supporting hundreds of local branch offices across the country by reviewing new patient orders and documentation submitted by referral sources in order to obtain required documentation and clinical requirements of 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.
• Requests health plan authorizations/information as required; either electronically or verbally.
• Demonstrates the ability to develop business relationships within the field leadership through close collaboration, partnership, engagement, and communication.
• Performs other duties as required.

Minimum Required Qualifications

Education and/or Experience

• High school degree or equivalent
• 1-3 years’ experience in healthcare/health insurance industry desired

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 are 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.

Compensation

The anticipated hourly range for this position is $14.70 - $19.60. The actual compensation offered may vary based on job-related factors such as experience, skills, education, and location.

Teammate Benefits

• Medical, dental, and vision insurance, available on the first working day
• 401(k), eligibility after one year of service
• Employee stock purchase plan
• Tuition reimbursement

Supervisory Responsibilities

• N/A

Certificates, Licenses, Registrations or Professional Designations

• N/A

Computer Skills

• Intermediate skills in Access, Excel