Branch Coordinator

Apria-Healthcare; Peoria (AZ); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Medical care coverage

Dental coverage

Vision care

401(k) Plan

Paid time off

Flexible Spending Accounts

Life insurance

Disability coverage

Parental leave

Domestic partner benefits

Well-being programs

Job summary

Accendra Health is seeking a dynamic, detail-oriented Call Center, Process Qualification Coordinator to join our team. You will enhance and maintain the efficiency of our call centre operations, ensure quality standards, verify insurance, qualify referrals, and support continuous improvement initiatives to optimize customer interactions and workflows, helping ensure we are paid for services provided.

The role focuses on collecting documentation, authorizing equipment per payor guidelines,

Qualifications

• Prior experience in call centre operations or customer support roles with a focus on quality assurance or process evaluation.
• Strong communication skills with the ability to clearly articulate findings and recommendations.
• Knowledge of technology systems, data entry procedures, and phone etiquette best practices.
• Demonstrated analysis skills with attention to detail when reviewing customer interactions and operational data.
• Intermediate to advanced computer skills and proficient working within multiple systems at once.
• Ability to handle multiple tasks efficiently while maintaining high standards of accuracy, production and professionalism.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Education and/or Experience High School Diploma or equivalent.
• At least one-year related work experience.
• Certificates, Licenses, Registrations or Professional Designations None.

Responsibilities

• Answer inbound calls from customers on a multi-line phone system; provide information to new and existing patients, troubleshoot common issues, work with the branch team and other departments to find appropriate resolutions and escalation queries or concerns when necessary.
• Perform processing duties for the branch; including, but not limited to, creating, and working with new orders, reviewing multiple systems simultaneously to assist customers, confirming delivery appointments, verifying insurance, obtaining authorization of equipment based on payor guidelines, monitoring incoming faxes, and performing data entry.
• Collaborate with team members across departments to implement process improvements, trainings and monitor effectiveness over time.
• Work with sales team, referrals and/or patients to gather documentation/information needed to meet insurance guidelines.
• Requests health plan authorizations/information as required; either electronically or verbally.
• Support training initiatives by providing feedback on call handling techniques, communication skills, and adherence to phone etiquette.
• Review of new and recurring patient accounts, obtain all necessary documentation from the referral source to bill the 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.
• Collect credit card payments and billing information.
• Perform outbound customer satisfaction calls to patients and referrals.
• May conduct downloads of recording devices such as apnea monitors, oximeters, CPAP devices and other respiratory equipment.
• May perform functional tests or setups.
• Maintain accurate documentation of process evaluations, quality self/team audits, time management, and improvement plans using Microsoft Office tools.
• Assist in data entry tasks related to process assessments, customer feedback, and performance tracking to ensure data integrity.
• Maintain time management & take initiative in process resolution.
• Performs other duties as required.

Skills

Call center operations

Quality assurance

Process evaluation

Customer support

Data entry

Microsoft Office

Multi-system navigation

Communication skills

Attention to detail

Education

High School Diploma or equivalent

1+ year related work experience

Tools

Multi-line phone system

Microsoft Office (Word, Excel, PowerPoint)

Job description

At Accendra Health, we understand that healthcare is complex, and we’re here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve. With deep expertise promoting health outside the hospital and a presence in communities nationwide through our Apria and Byram Healthcare brands, Accendra Health does more than just deliver the essentials. If you’re interested in meaningful work with impact, explore our career opportunities and join us in our purpose of Bringing Care To Life™.

The anticipated salary range for this position is $19.00 - $22.00 hourly. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.

Job Summary

We are seeking dynamic and detail-oriented , Call Center, Process Qualification Coordinators to join our team. In this role, you will be instrumental in enhancing and maintaining efficiency of our call centre operations, ensuring quality standards, executing insurance verification, referral qualification and supporting continuous improvement initiatives. Your expertise and experience will help optimize customer interactions, streamline workflows, and uphold exceptional service standard ensuring Apria is paid for the services we provide by obtaining all necessary documentation required to bill health insurance plans. If you thrive in a fast-paced multi-tasking setting with a passion for customer support and process excellence, this opportunity is perfect for you!

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer inbound calls from customers on a multi-line phone system; provide information to new and existing patients, troubleshoot common issues, work with the branch team and other departments to find appropriate resolutions and escalation queries or concerns when necessary.
• Perform processing duties for the branch; including, but not limited to, creating, and working with new orders, reviewing multiple systems simultaneously to assist customers, confirming delivery appointments, verifying insurance, obtaining authorization of equipment based on payor guidelines, monitoring incoming faxes, and performing data entry.
• Collaborate with team members across departments to implement process improvements, trainings and monitor effectiveness over time.
• Work with sales team, referrals and/or patients to gather documentation/information needed to meet insurance guidelines.
• Requests health plan authorizations/information as required; either electronically or verbally.
• Support training initiatives by providing feedback on call handling techniques, communication skills, and adherence to phone etiquette.
• Review of new and recurring patient accounts, obtain all necessary documentation from the referral source to bill the 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.
• Collect credit card payments and billing information.
• Perform outbound customer satisfaction calls to patients and referrals.
• May conduct downloads of recording devices such as apnea monitors, oximeters, CPAP devices and other respiratory equipment.
• May perform functional tests or setups.
• Maintain accurate documentation of process evaluations, quality self/team audits, time management, and improvement plans using Microsoft Office tools.
• Assist in data entry tasks related to process assessments, customer feedback, and performance tracking to ensure data integrity.
• Maintain time management & take initiative in process resolution.
• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

None

MINIMUM REQUIRED QUALIFICATIONS

• Prior experience in call centre operations or customer support roles with a focus on quality assurance or process evaluation.
• Strong communication skills with the ability to clearly articulate findings and recommendations.
• Knowledge of technology systems, data entry procedures, and phone etiquette best practices.
• Demonstrated analysis skills with attention to detail when reviewing customer interactions and operational data.
• Intermediate to advanced computer skills and proficient working within multiple systems at once.
• Ability to handle multiple tasks efficiently while maintaining high standards of accuracy, production and professionalism.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Education and/or Experience High School Diploma or equivalent.
• At least one-year related work experience.
• Certificates, Licenses, Registrations or Professional Designations None.

SKILLS, KNOWLEDGE AND ABILITIES

• Organizing
• Problem Solving/Analysis
• Patient Focused
• Teamwork
• Time Management/Multi-tasking
• Effective communication in person, on the phone and electronically
• Computer Skills
• Intermediate to advanced computer skills
• Proficient working within multiple systems at once
• Language Skills English (reading, writing, verbal)
• Mathematical Skills Intermediate level math skills

PREFERRED QUALIFICATIONS

• Education and/or Experience At least two years’ experience in an office environment, healthcare setting or call centre.
• Experience utilizing multi-line phone-system.

PHYSICAL DEMANDS

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision. Regularly required to use hands to write, use computer or handheld device (tablet), telephone and use a document imaging system and manipulate documents. Regularly required to read documents and write neatly, legibly and transcribe accurate information and numbers/values. Employee continually engages in activities that require talking and hearing. This position requires frequent variations including sitting, walking, standing, kneeling, reaching or stooping. Strength Aspects: Occasionally required to stand, lift, push or pull objects ranging from 10 lbs - 40 lbs.

WORK ENVIRONMENT

Work is performed in an office setting with exposure to moderate noise and indoor florescent lighting. The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TEAMMATE BENEFITS

• Medical, dental, and vision care coverage
• Paid time off plan
• 401(k) Plan
• Flexible Spending Accounts
• Basic life insurance
• Short-and long-term disability coverage
• Accident insurance
• Teammate Assistance Program
• Paid parental leave
• Domestic partner benefits
• Mental, physical, and financial well-being programs

EQUAL OPPORTUNITY EMPLOYER

Accendra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.