What are the responsibilities and job description for the Patient Qualification Specialist Lead position at Apria?
At Apria Healthcare, we are a critical part of the healthcare process. As an industry leader in home healthcare services, we provide respiratory services and medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer.
The Individual Contributor will provide excellent customer service and product information, solutions, and relevant details to patients and providers. 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
The role requires evangelizing our customers and turning disgruntled patients into our biggest fans. The individual contributor must support field teams, operations, and sales by delivering timely feedback that empowers teams to deliver exceptional patient experiences.
Critically Problem-Solve Common Complaints
The role involves critically problem-solving common complaints by flagging trends and partnering cross-functionally to recommend and implement preventative measures. The individual contributor must proactively create a better patient experience and be a champion of the employee experience.
Support Local Branch Offices
The role requires supporting hundreds of local branch offices across the country by reviewing new patient orders and documentation submitted by referral sources. This includes obtaining required documentation and clinical requirements of individual health insurance plans to maximize patient benefits and receive necessary care as soon as possible.
Demonstrate Business Relationships
The role demands demonstrating ability to develop business relationships within field leadership through close collaboration, partnership, engagement, and communication. The individual contributor must successfully complete qualification certification to process three or more product types, including Document Qualification Process (DQP) certification.
Mentor Peers
The role involves skill level to effectively mentor peers and ability to support local branch teams in researching escalations/complaints. The individual contributor must complete audits to ensure order accuracy and process adherence, providing positive and developmental coaching as needed.
Champion New Initiatives
The role requires champions new initiatives to ensure alignment to company objectives and assist with change management. The individual contributor must complete order revenue confirmation to verify order accuracy prior to submitting claims/billing patients.
Skills, Knowledge, and Abilities
The role demands Patient-Focused skills, requiring the individual to start with the patient and work backwards, investing time and energy to understand patient objectives and tie all activities directly to achieving those objectives. Action-Oriented skills are also required, as the individual must thrive as a self-starter who proactively senses and responds to problems and opportunities, requiring minimal supervision.
