Apria Healthcare

  • Patient Health Advocate

    Requisition ID
    2018-4495
    # of Openings
    4
    Category
    Administrative - Clerical
    Location : Location
    US-CO-
    Full/Part Time
    Full-time
  • Job Summary

    With over 300 locations across the US, Apria Healthcare’s mission is to improve the quality of life for our 1.8 million patients at home by providing home respiratory services and select medical equipment to help them sleep better, breathe better, heal faster, and thrive longer. Additional information can be found at www.apria.com.

     

    JOB SUMMARY

     

    This position will develop strong rapport with the patient to understand patient's questions regarding the set-up, use, and the ongoing compliance with regard to the use of the patient’s PAP unit. They will contact the patient to coach them on proper equipment usage, motivate them and help identify and resolve barriers to compliant usage. 

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Demonstrates the ability to develop quick rapport to effectively coach and motivate patients to utilize their therapy equipment in accordance with their physician’s direction.
    • Effectively demonstrates the ability to utilize workflow and scripting materials to inquire and help identify patient barriers to complying with equipment utilization.
    • Able to facilitate effective and efficient resolutions to patient equipment usage issues and compliance challenges that the patient understands, accepts and can adhere to.
    • Manages all aspects of patient compliance monitoring for a specified regional and/or state demographic using patient monitoring applications and resources.
    • Work within the limitations of the role in communication to patients. Specifically limited to non-clinical, based on process documentation. When patient interactions reach this limitation, escalates the interaction to clinical resources.
    • Use applications to manage administration features, patient administration/data and prioritize work assignments.
    • May conduct field office intervention calls to assist staff with specific patient support to overcome barriers and improve their therapy usage.
    • May, create work orders and schedule patients for virtual or field office visits with appropriately trained staff.
    • Promptly and professionally respond to incoming telephone calls and emails from patients, employees and referral sources.
    • Effectively communicate with patient and referral sources to ensure complete resolution of inquiry to their satisfaction.
    • Manage and administrate premium referral accounts to include troubleshooting, processing orders and providing patient compliance results.
    • Monitors patient concerns, patient satisfaction and grievance issues for investigation and resolution.
    • Assists management in developing solutions to better enhance work flows and process efficiency.
    • Assists management in identifying opportunities for business growth and improved profitability
    • May be required communicate with the field office staff on aspects of this role including but not limited to the proper and effective patient motivation to use their therapy equipment and optimal use of the compliance portals.
    • Remains current on training, in order to remain proficient at this role and its expectations.
    • Follows Apria’s Quality program to ensure that we give the best service to all transactions.
    • Performs other related duties as directed by supervisor.

     

    SUPERVISORY RESPONSIBILITIES

    • N/A

     

    Minimum Required Qualifications

    MINIMUM REQUIRED QUALIFICATIONS

     

    Education and/or Experience

    • A High school diploma or GED is required.
    • At least 3-5 years of related experience is required.

     

    Certificates, Licenses, Registrations or Professional Designations

    • Certification as a Wellness or Health Coach helpful

     

    SKILLS, KNOWLEDGE AND ABILITIES

    • Business Acumen
    • Problem Solving/Analysis
    • Communication Proficiency
    • Personal Effectiveness/Credibility
    • Excellent Listening skills.
    • Ability to clearly understand problem statement and discern issues and priorities.
    • Strong Etiquette skills.
    • Ability to respond to customers statements/needs professionally and appropriately.
    • Strong Collaborative skills.
    • Ability to use listening and customer service skills to collaborate with the customer (i.e. rephrase, reiterate, etc.) to take proper actions and obtain the expected outcome

     

    Computer Skills

    • Computer savvy with: MS Excel, MS Office and MS Project required.

     

    Language Skills

    • English (reading, writing, verbal)

     

    Mathematical Skills

    • Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.

     

    PREFERRED QUALIFICATIONS  

     

    Education and/or Experience

    • Prior experience in health education/coaching, patient education, investigation techniques and/or behavior change techniques highly preferred
    • Prior call center systems and experience highly preferred
    • A combination of education or experience equivalent to a four-year degree preferred.
    • At least 3-5 years of related experience is preferred in the healthcare, respiratory care, health education and instruction and/or patient education.

     

    Language Skills

    • Bi-lingual (Spanish) Preferred

     

    Other Skills

    • Process Skills:
      • Basic Excel knowledge
      • Phone strategies for effective patient interaction
      • Troubleshooting Sleep Products
      • Multitasking- Ability to use multiple system in conjunction with each other when assisting patients and to use time efficiently
    • Industry Knowledge:
      • Basic knowledge and understanding of health insurance terms and process
      • Medicare role – Understanding of Medicare
      • Understanding of key product lines; Positive Airway Pressure and accessories
    • Regulatory Knowledge:
      • Adherence to HIPAA and other government regulations
      • Adherence to Apria policies and guidelines

     

     

    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.  Employees in this position must be physically able to efficiently perform the essential functions of the position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform the essential functions of the position, upon request.

     

    WORK ENVIRONMENT

    Work is performed in an office setting with exposure to moderate noise. 

     

    TRAVEL

    Occasional travel as required.

     

    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.

     

    EEO Statement

    As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law.  Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet.

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