PATIENT RESUPPLY SPECIALIST

JOB SUMMARY

The Patient Resupply Specialist 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

• Assist patients and referrals by accepting and coordinating resupply orders, identifying patients’ needs, clarifying information, arranging for patients to receive supplies on an ongoing basis, and providing solutions and/or alternatives.

• Enters and processes supply orders received via phone calls from patients, referral sources, and payors. 

• Confirm accuracy of patient’s eligibility and medical information to effectively facilitate order fulfillment.

• Communicate patient and insurance billing process to ensure that patient understands his/her financial responsibility.

• Collect payment or make payment arrangements.

• Verify order status and correctly relay tracking information.

• Expedite patient problems, complaints with possible resolutions to maximize satisfaction.

• Accurately document patient account to ensure comments, discussions and concerns are captured correctly.  

• Frequently attend training to improve knowledge and performance levels.

• Offer ideas, suggest changes, and identify opportunities that enhance business growth in a positive and constructive manner.

• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

• N/A

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• High school degree or equivalent

• 1-3  years’ experience in healthcare/health insurance industry desired

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

• Basic 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.