Branch Support Specialist (Customer Service)

Apria Healthcare LLC; Fife (WA); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, and vision care

Paid time off

401(k) Plan

Flexible Spending Accounts

Life insurance

Disability coverage

Parental leave

Job summary

Accendra Health is seeking a Branch Coordinator to deliver exceptional patient service by phone and in person. You will work with patients, providers and the branch team to ensure orders are received and processed accurately, and to support insurance billing.

The role offers hands-on experience in a healthcare setting, with opportunities to grow in a nationwide network and contribute to timely care delivery while maintaining careful documentation and compliance.

Qualifications

• High School Diploma or equivalent required.
• At least one-year related work experience.
• At least two years experience in an office environment, healthcare setting or call center preferred.
• Experience utilizing multi-line phone system preferred.

Responsibilities

• Be the first point of contact for patients arriving in person.
• Handle inbound calls on a multi-line phone system and provide information to patients; troubleshoot issues with the branch team.
• Process branch duties: create and manage orders, verify insurance, schedule deliveries, and data entry.
• Work with sales team, referrals and patients to gather documentation to meet insurance guidelines.
• Request health plan authorizations/information as required; electronically or verbally.
• Review patient accounts and bill insurance plans; gather necessary documentation.
• Collect credit card payments, reconcile daily receivables, and submit to lock box.
• Perform outbound patient satisfaction calls.
• May conduct downloads of recording devices or perform basic equipment tests.

Skills

Organizing

Problem Solving/Analysis

Patient Focused

Teamwork

Time Management/Multi-tasking

Effective communication

Computer Skills

Multi-system proficiency

Language Skills: English

Mathematical Skills

Education

High School Diploma or equivalent

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. Apria Healthcare’s mission is to improve the quality of life for our patients at home. We are looking for empathetic, thoughtful and compassionate people, to meet the needs of our patients. Already an industry leader in healthcare services, we provide home respiratory services and select medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer.

JOB SUMMARY

Our Branch Coordinators positively impact the lives of patients and their caregivers, by phone and in person, delivering excellent customer service during each interaction. Working collaboratively with patients, providers and other team members, Branch Coordinators ensure orders are received and processed timely, efficiently, and accurately. Branch Coordinators play an important role in ensuring Apria is paid for the services we provide by obtaining all necessary documentation required to bill health insurance plans. The anticipated salary range for this position is $18 - $26 hourly. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Act as first point of contact to patients arriving in person.
• 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 elevate 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.
• 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.
• 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, reconcile daily receivables, and submit to the lock box.
• 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 on certain respiratory equipment.
• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

None

MINIMUM REQUIRED QUALIFICATIONS

• Education and/or Experience: High School Diploma or equivalent required.
• At least one-year related work experience required.
• At least two years experience in an office environment, healthcare setting or call center preferred.
• Experience utilizing multi-line phone system preferred.
• 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.

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.

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.

About Accendra Health

#AccendraHealth 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 more than 6,000 teammates across a nationwide network of over 250 service locations across our Apria and Byram Healthcare brands, we have the reach and expertise to make home-based care work better for everyone. If you’re interested in meaningful work with impact, explore our career opportunities ─ from remote-friendly to hybrid and in-person roles ─ and join us in our purpose of Bringing Care To Life.