Patient Account Resolution Specialist
About The Position
The Patient Account Resolution Specialist provides customer service and product information, solutions, and relevant details to patients and providers. The role emphasizes clear, supportive communication that helps patients feel heard, understood, valued, and connected with Apria. The specialist supports branches across a designated market by helping resolve patient accounts and obtain the information needed for coverage and reimbursement. The position reviews new and recurring patient accounts, secures required documentation and customer information, evaluates materials for compliance, and follows up to achieve timely reimbursement. It also involves collaborating with field leadership, referral sources, and patients, supporting field, operations, and sales teams with timely feedback, identifying complaint trends, and recommending or implementing preventative measures to improve patient and employee experiences. This is a US-based remote position. The employee must physically reside and work in the United States. The anticipated pay range is $19.60–$20.96 per hour; actual compensation may vary based on experience, skills, education, and location.
Requirements
- High school degree or equivalent.
- 3–5 years of experience in the healthcare or health insurance industry.
- Intermediate skills in Access, Excel, PowerPoint, MS Project, Visio, and Word.
- English reading, writing, and verbal skills.
- Intermediate mathematical proficiency, including the ability to understand, interpret, and develop spreadsheet data.
- Patient-focused approach and ability to understand patient objectives.
- Ability to work proactively and independently with minimal supervision.
- Ability to collaborate across functions and groups.
- Clear, concise written and verbal communication skills.
- Ability to build relationships and networks across an organization.
- Must physically reside and work within the United States.
Responsibilities
- Support branches across a designated market.
- Review new and recurring patient accounts and obtain documentation from referral sources required to bill individual health insurance plans.
- Research and secure required information from customers to continue equipment coverage through their health insurance plans.
- Manage collaborative relationships with field leadership, referral sources, and patients through effective outreach to drive account resolution.
- Evaluate received documentation to ensure it meets applicable compliance criteria, standards, and regulations.
- Perform follow-up to achieve timely reimbursement.
- Provide customer service, product information, solutions, and relevant details to patients and providers.
- Provide timely feedback to Field teams, Operations, and Sales to help improve patient experiences.
- Identify trends in common complaints and partner cross-functionally to recommend and implement preventative measures.
- Proactively improve the patient experience and support employee experience and company culture initiatives.
- Support development and implementation of employee programs that promote company values and engagement.
- Perform other duties as required.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
