Customer Quality Specialist *Telecommuter*
With over 300 locations across the US, **MEMBERS ONLY**SIGN UP NOW***.â€™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
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 â€œbest practicesâ€.
Follows Apriaâ€™s processes for all transactions.
Follows Apriaâ€™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
High school diploma or GED is required.
At least two years related experience is required.
5 years of Call Center Experience preferred.
5 Years of Customer Service experience preferred.
SKILLS, KNOWLEDGE AND ABILITIES
Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word
English (reading, writing, verbal)
Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.
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 is performed in an office setting with exposure to moderate noise.
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 individualâ€™s position.
As an EOE/AA employer, **MEMBERS ONLY**SIGN UP NOW***. 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. **MEMBERS ONLY**SIGN UP NOW***. 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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