Apria Healthcare

Sleep Customer Qualification Specialist

Requisition ID
# of Openings
Customer Service
Location : Location
US-KS-Overland Park
Full/Part 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.




The Sleep Customer Qualification Specialist is responsible for qualifying and verifying Sleep supply orders. This role confirms insurance eligibility, verifies coverage, and obtains referral authorizations for Sleep treatment patients. The Sleep Qualification Specialist’s #1 priority is to provide an unparalleled patient experience, world class customer service, and complete sleep supply orders.



  • Ensure individual and team goals are achieved by meeting quantitative and qualitative order processing targets.
  • Answer calls from providers, patients, and insurance companies related to referral/authorization/pre-certification requests.
  • Review clinical documentation to ensure it supports the insurance requirements for approval (e.g., verify insurance eligibility and benefits including proper selection of utilization criteria).
  • Contact patient to gather additional data (e.g., clinical information, missing documentation) needed including communicating and collecting any patient financial payment or make payment arrangements.
  • Maintain in-depth knowledge of Sleep products, programs, and current marketing promotions.
  • Educate patients on the value of Sleep therapy and the resupply program. May recommend items that will improve their Sleep therapy experience.
  • Resolve patient complaints by identifying problems and coordinating appropriate escalation or action.
  • Expedite patient problems, complaints with possible resolutions to maximize satisfaction.
  • Frequently attend training to improve knowledge and performance levels.
  • Act as a mentor for new employees while assisting in formal and informal training.
  • Identify opportunities to reduce order cancellations, increase efficiency, and reduce errors in processing orders to improve revenue.
  • Offer ideas, suggest changes, and identifies opportunities that enhances business growth in a positive and constructive manner.
  • Adheres to HIPAA guidelines.
  • Other duties as assigned by supervisor.



  • N/A

Minimum Required Qualifications



Education and/or Experience

  • High school diploma or GED is required
  • One year Customer Service experience
  • Previous healthcare experience
  • Experience with various insurance plans (HMO, PPO, Medicare)


Certificates, Licenses, Registrations or Professional Designations

  • N/A




  • Ability to work in a fast-paced multi-tasking environment
  • Strong attention to detail
  • Business Acumen
  • Problem Solving/Analysis
  • Excellent customer service skills, and ability to communicate effectively
  • Must be able to function well under pressure, make decisions quickly, and manage confidential information
  • Personal Effectiveness/Credibility


Computer Skills

  • Basic 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.



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



Occasional travel as required.



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.


Join the Apria team for a rewarding opportunity in healthcare!  Competitive pay rates with cash incentives and full benefit packages available, including health, dental, vision, disability and 401(k).


Apria Healthcare is committed to hiring veterans and military spouses. 

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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