Patient Services Specialist After Hours

Apria Healthcare; Phoenix (AZ); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in healthcare is seeking a Patient Services Specialist to enhance patient experiences and provide exceptional service. This role involves acting as a critical liaison for patients, ensuring their needs are met with empathy and efficiency. You will support field operations, troubleshoot issues, and foster a positive environment that values both patients and employees. This position is ideal for someone passionate about healthcare and dedicated to making a difference in patients' lives. Join a dynamic team that thrives on collaboration and innovation while contributing to a culture of excellence.

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Employee stock purchase plan

Tuition reimbursement

Qualifications

• 3-5 years’ experience in healthcare or health insurance industry.
• Strong communication skills and ability to work collaboratively.

Responsibilities

• Provide excellent customer service and product information to patients.
• Support field teams by delivering timely feedback for exceptional patient experiences.

Skills

Patient-Focused

Action-Oriented

Collaborative

Effective Communication

Energetic & Passionate

Relationship Building

Education

High school degree or equivalent

Tools

Access

Excel

PowerPoint

MS Project

Visio

Word

Job description

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day
• 401(k), eligibility after one year of service
• Employee stock purchase plan
• Tuition reimbursement

JOB SUMMARY

The Patient Services Specialist – After Hours will provide excellent customer service and product information, solutions and relevant details to patients and providers. Most importantly, this position provides above and beyond communication with our patients so that they feel heard, understood, valued and more connected with Apria. Key responsibilities for creating a positive, patient-centric environment include:

• Evangelize our customers and turn our disgruntled patients into our biggest fans.
• Support our Field teams, Operations and Sales, by delivering timely feedback that empowers our teams to deliver exceptional patient experiences.
• Critically problem-solve common complaints by flagging trends and partnering cross-functionally to recommend and implement preventative measures.
• Proactively create a better patient experience.
• Be a champion of the employee experience and drive our unique company culture.
• Support the development and implementation of employee programs that nurture our company's core values to engage employees and create a positive culture.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Act on behalf of the local branch offices after hours, and during weekends and Company holidays to accept urgent calls from patients and referral sources, troubleshoot equipment issues, handle urgent new patient set ups, or route/and dispatch local technicians or respiratory therapists, as needed, or to provide other necessary support.
• Demonstrates an ability to develop business relationships within the field leadership through close collaboration, partnership, engagement and communication.
• Performs other duties as required.

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• High school degree or equivalent
• 3-5 years’ experience in healthcare/health insurance industry or experience in dispatch or transportation

SKILLS, KNOWLEDGE AND ABILITIES

• Patient-Focused: You start with the patient and work backwards. You invest the time and energy to understand the patients’ objectives, then tie all your activities directly to the achievement of those objectives.
• Action-Oriented: You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
• Collaborative: You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
• An Effective Communicator: You write and speak clearly, concisely and with a spirit of partnership. You actively inform and inspire with your messaging. You speak plainly and are transparent with your business colleagues.
• Energetic & Passionate: Your passion and energy for health and well-being is deeply founded in your desire to help others and to be a positive role model.
• Relationship Builder: You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.

Certificates, Licenses, Registrations or Professional Designations

• N/A

Computer Skills

• Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, Word

Language Skills

• English (reading, writing, verbal)

Mathematical Skills

• Intermediate 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. This position also may require the occasional lifting of equipment up to 50 lbs.

OTHER INFORMATION

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. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform essential functions.

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor 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.