Customer Inquiry Specialist Job at Apria Healthcare
Job Summary (External):
This position responds to customer inquiries regarding account status, researches and assist customers on issues and/or questions about balances or billing. This individual resolves issues by either preparing adjustments, researching bad debt; obtaining payment or refunding and ensures all activity is entered accurately into the billing system.
ESSENTIAL DUTIES AND RESPONSIBILITIES
SKILLS, KNOWLEDGE AND ABILITIES
Computer Skills
Language Skills
Mathematical Skills
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. 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 ENVIRONMENT
Work 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.
Apria Healthcare is committed to hiring veterans and military spouses. Benefits:
With over 300 locations across the US, Apria Healthcare’s mission is to improve the quality of life for our 1.8 million patients at home by providing home respiratory services and select medical equipment to help them sleep better, breathe better, heal faster, and thrive longer. Additional information can be found at www.apria.com.
This position responds to customer inquiries regarding account status, researches and assist customers on issues and/or questions about balances or billing. This individual resolves issues by either preparing adjustments, researching bad debt; obtaining payment or refunding and ensures all activity is entered accurately into the billing system.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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Responds to customer inquiries regarding account status via phone/mail/email/online.
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Researches customer accounts and accurately explains or resolves any billing concerns on accounts that are fully or partially unpaid.
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Resolves billing and collection discrepancies; attempts to set up recurring payment methods for ongoing services and prepares adjustments/write offs or refunds as necessary.
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Processes payments and resubmits patient statements as necessary. Pursues patient for unpaid patient balances and/or payment obligations when insurance defaults, as permitted.
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Re-bill insurance companies when appropriate.
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Complies with Fair Debt Collection Practices Act (FDCPA) and HIPAA regulations.
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Coordinates collection agency communication regarding outsourced invoices.
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Ensures all information regarding activity on an account is entered accurately into billing system.
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Brings recurring issues to the attention of the lead, or the department supervisor/manager.
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Performs other duties as required.
Education and/or Experience
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High school diploma is required.
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One year of related experience is required.
SKILLS, KNOWLEDGE AND ABILITIES
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Customer Service, Collections or Medical experience
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Business Acumen
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Problem Solving/Analysis
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Communication Proficiency
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Personal Effectiveness/Credibility
Computer Skills
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Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word
Language Skills
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English (reading, writing, verbal).
Mathematical Skills
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Basic 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. 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 ENVIRONMENT
Work 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.
Apria Healthcare is committed to hiring veterans and military spouses.
Comprehensive benefits package offered for eligible employees:
- Competitive salary
- Ability to have early access to earned wages
- Medical, Dental and Vision
- Healthcare Flexible Spending Accounts and Healthcare Savings Accounts
- Life, AD&D and Disability Insurance
- Paid Time Off, including Vacation, Personal Time, Paid Sick Leave & Paid Holidays
- 401K Savings Plan (available immediately)
- Educational Assistance
- Employee Referral Reward Program
- Employee Discount Programs
- Company Paid Employee Assistance Plan (available immediately)
- We recognize our veterans by offering a company paid day off for Veterans Day
- Career Advancement/ Development Opportunities
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
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