Customer Inquiry Representative

Description

Apria Healthcare is one of the nation's leading providers of home respiratory services and certain medical equipment, including oxygen therapy, inhalation therapies, sleep apnea treatment and negative pressure wound therapy. Headquartered in Lake Forest, California, Apria owns and operates more than 400 locations throughout the United States and serves more than 1.2 million patients each year. Apria was the first such company to obtain voluntary accreditation from The Joint Commission and has been continuously accredited for more than 25 years. Additional company information can be found at www.apria.com .

This position responds to customer inquiries regarding account status, researches and assist customers on issues and/or questions about balances or billing. This individual resolves issues by either preparing adjustments, researching bad debit; obtaining payment or refunding and ensures all activity is entered accurately into the billing system.

• Responds to customer inquiries regarding account status via phone/mail.
• Researches customer accounts and accurately explains or resolves any billing concerns on accounts that are fully or partially unpaid.
• Resolves billing and collection discrepancies; attempts to set up recurring payment methods for ongoing services and prepares adjustments/write offs or refunds as necessary. Demonstrates professional etiquette and courtesy when interfacing with internal or external customers.
• Obtains and processes payments and resubmits patient statements as necessary. Pursues patient for unpaid patient balances and/or payment obligations when insurance defaults, as permitted.
• Takes necessary steps to ensure insurance is re-billed, when appropriate.
• Follows Apria guidelines and works with other appropriate Apria departments to assist in resolving patients accounts.
• Complies with Fair Debt Collection Practices Act (FDCPA) and HIPAA regulations.
• Coordinates collection agency communication regarding outsourced invoices.
• Ensures all information regarding activity on an account is entered accurately into billing system.
• Brings recurring issues to the attention of the lead, or the department supervisor/manager.
• Performs other related duties as directed by supervisor

Qualifications

• Education or experience equivalent to high school diploma is required.
• At least one year related customer service or collection experience is required.
• Ability to work various shifts and hours from Monday through Saturday.

Physical Demands:
The physical demands described here are representative of those that must be considered by an teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires constant sitting with occasional standing and walking.
• Requires the use of hands to write, use computers, and manipulate papers is constantly required.
• Constant talking and hearing.
• Specific vision abilities required include close vision, peripheral vision, and the ability to adjust focus.
• Must occasionally lift and/or move up to 10 pounds.

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