Customer Quality Specialist

Job Summary Apria Healthcare is one of nation's leading providers of home healthcare products and services including respiratory therapy, sleep apnea therapy, non-invasive ventilation therapy, enteral nutrition therapy, negative pressure wound therapy and home medical equipment. Headquartered in Lake Forest, California, Apria owns and operates branch locations across the nation and serves more than 1.8 million patients each year. With over $1 Billion in annual revenues, Apria is one of the largest home healthcare companies in the United States. Apria was the first company of its type to obtain voluntary accreditation from The Joint Commission and has been continuously accredited for more than 25 years. For more information, visit This position is responsible for qualifying equipment orders for patient orders; typically received from referral sources. This individual is responsible for identifying the correct insurance and qualifying clinical information, informing patient and referral of any outstanding information to process the order, and after acquiring the needed information, the creation of an accurate order for patient delivery in a timely manner. ESSENTIAL DUTIES AND RESPONSIBILITIES * Verifies insurance eligibility and benefits of patients. Obtains verbal / written authorization for medical treatment from appropriate sources. * Verifies insurance information for accuracy and completeness and resolves discrepancies as needed. Obtains clinical information needed for order processing or reimbursement. * Contacts patient to: advise them of the order placed on their behalf and to confirm all patient demographic information; to communicate any financial responsibilities and/or additional information necessary for processing the order received; to promote other company product and services, as appropriate. * Process information received from intake/service personnel. * Ensures proper selection of information online to ensure timely delivery and appropriate revenue recognition for order. * Maintains appropriate documentation received with order and conducts follow-up as applicable. * Demonstrates professional etiquette and courtesy when interfacing with customers. * Resolves patient/customer complaints by identifying problems and coordinating appropriate corrective action. * Complies with and adheres to all regulatory compliance areas, policies and procedures, and "best practices". * Follows Apria's processes for all transactions. * Follows Apria's Quality program to ensure that we give the best service to all transactions. * Performs other duties as required. Minimum Required Qualifications Education and/or Experience * Two years of related experience is required. * 5 years of Call Center Experience preferred. * 5 Years of Customer Service experience preferred. SKILLS, KNOWLEDGE AND ABILITIES * Business Acumen * Problem Solving/Analysis * Communication Proficiency * Personal Effectiveness/Credibility Computer Skills * Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word Language Skills * English (reading, writing, verbal) Mathematical Skills * Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data. Other Skills PHYSICAL DEMANDSThis 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. Employees in this position must be physically able to efficiently perform the essential functions of the position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform the essential functions of the position, upon request. WORK ENVIRONMENTWork is performed in an office setting with exposure to moderate noise. TRAVEL Occasional travel as required. 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. EEO Statement As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law. Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet
Apria Healthcare
Full time
Customer Service
Greenwood Village, Colorado 80111, US