Payor Operations Customer Service Representative
Apria Healthcare is the largest provider of home healthcare products and services in the United States, offering a comprehensive range of home respiratory therapy, home infusion therapy and home medical equipment services to over 2 million patients annually in all 50 states through approximately 550 locations. We are committed to full-service homecare solutions that give maximum independence to our patients. Please visit our website at .
- Supports the implementation of strategic alliances with large managed care organizations (including preferred and highly preferred contracts) by:
o Answering referral calls from referral sources in a friendly, timely manner. Payor Operations Customer Service Representatives are responsible for triaging each call and performing a warm transfer to an Apria CCC or branch or completing an order intake and coordinating the fulfillment with a subcontractor
o Referencing a master list of subcontractors, including their contact information, product offering, geographic coverage, and making informed decisions in selecting a subcontractor as needed for an order outside of Apria's direct coverage area
o Coordinating the communication of and updates to the master list of subcontractors with Apria CCCs and branches, as directed by the manager
o Coordinating with Apria's quality and compliance groups to ensure appropriate credentialing and contracting, as directed by the manager
o Achieving target performance as measured by key service performance metrics including referral source satisfaction.
Qualifications: - Education or experience equivalent to a high school diploma required; college education preferred.
- At least two years related experience in health care operations is required, with the last year or more in a phone-based patient referral intake processing position
- Broad knowledge of Apria operations and especially front-end customer service functions (e.g. dealing with patients and referral sources by phone, order intake, insurance verification, authorizations, and other front-end revenue management functions) is required
- Deep experience and familiarity with ACIS and processing intake are required
- Understanding of Apria's billing requirements to support effective intake processing is strongly preferred
- Demonstrated effectiveness in working in call-center or branch operations and in quickly building rapport with patients
- Detail oriented to follow established processes and capture accurate information
- Able to learn payor requirements
- Customer-oriented mindset required
- Location in Kansas City is required
Apria Healthcare is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law.
Because Apria believes in providing a safe work environment, we conduct drug and background checks in our recruiting/hiring processes. AA/EOE, M/F/D/V
