Branch Coordinator

Call Center, Process Qualification Coordinator

At Accendra Health, we understand that healthcare is complex, and we're here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve.

With deep expertise promoting health outside the hospital and a presence in communities nationwide through our Apria and Byram Healthcare brands, Accendra Health does more than just deliver the essentials.

If you're interested in meaningful work with impact, explore our career opportunities and join us in our purpose of Bringing Care To Life.

The anticipated salary range for this position is $19.00 - $22.00 hourly. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.

Job Summary We are seeking dynamic and detail-oriented Call Center, Process Qualification Coordinators to join our team. In this role, you will be instrumental in enhancing and maintaining efficiency of our call center operations, ensuring quality standards, executing insurance verification, referral qualification and supporting continuous improvement initiatives. Your expertise and experience will help optimize customer interactions, streamline workflows, and uphold exceptional service standard ensuring Apria is paid for the services we provide by obtaining all necessary documentation required to bill health insurance plans. If you thrive in a fast-paced multi-tasking setting with a passion for customer support and process excellence, this opportunity is perfect for you!

Essential Duties And Responsibilities

• Answer inbound calls from customers on a multi-line phone system; provide information to new and existing patients, troubleshoot common issues, work with the branch team and other departments to find appropriate resolutions and escalate queries or concerns when necessary.
• Perform processing duties for the branch; including, but not limited to, creating, and working with new orders, reviewing multiple systems simultaneously to assist customers, confirming delivery appointments, verifying insurance, obtaining authorization of equipment based on payor guidelines, monitoring incoming faxes, and performing data entry.
• Collaborate with team members across departments to implement process improvements, trainings and monitor effectiveness over time.
• Work with sales team, referrals and/or patients to gather documentation/information needed to meet insurance guidelines. Requests health plan authorizations/information as required; either electronically or verbally.
• Support training initiatives by providing feedback on call handling techniques, communication skills, and adherence to phone etiquette.
• Review of new and recurring patient accounts, obtain all necessary documentation from the referral source to bill the individual health insurance plans, allowing our patients to maximize their available health plan benefits and to receive the much-needed care as soon as possible.
• Collect credit card payments and billing information
• Perform outbound customer satisfaction calls to patients and referrals.
• May conduct downloads of recording devices such as apnea monitors, oximeters, CPAP devices and other respiratory equipment.
• May perform functional tests or setups
• Maintain accurate documentation of process evaluations, quality self/team audits, time management, and improvement plans using Microsoft Office tools.
• Assist in data entry tasks related to process assessments, customer feedback, and performance tracking to ensure data integrity.
• Maintain time management & take initiative in process resolution
• Performs other duties as required

Supervisory Responsibilities

• None

Minimum Required Qualifications

Requirements

• Prior experience in call center operations or customer support roles with a focus on quality assurance or process evaluation.
• Strong communication skills with the ability to clearly articulate findings and recommendations.
• Knowledge of technology systems, data entry procedures, and phone etiquette best practices.
• Demonstrated analysis skills with attention to detail when reviewing customer interactions and operational data.
• Intermediate to advanced computer skills and proficient working within multiple systems at once
• Ability to handle multiple tasks efficiently while maintaining high standards of accuracy, production and professionalism.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)

Education and/or Experience

• High School Diploma or equivalent
• At least one-year related work experience

Certificates, Licenses, Registrations or Professional Designations

• None

Skills, Knowledge And Abilities

• Organizing
• Problem Solving/Analysis
• Patient Focused
• Teamwork
• Time Management/Multi-tasking
• Effective communication in person, on the phone and electronically

Computer Skills

• Intermediate to advanced computer skills
• Proficient working within multiple systems at once

Language Skills

• English (reading, writing, verbal)

Mathematical Skills

• Intermediate level math skills

Preferred Qualifications

Education and/or Experience

• At least two years' experience in an office environment, healthcare setting or call center
• Experience utilizing multi-line phone-system.

Physical Demands

• While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear.
• The employee uses computer and telephone equipment.
• Specific vision requirements of this job include close vision and distance vision.
• Regularly required to use hands to write, use computer or handheld device (tablet), telephone and use a document imaging system and manipulate documents.
• Regularly required to read documents and write neatly, legibly and transcribe accurate information and numbers/values.
• Employee continually engages in activities that require talking and hearing.
• This position requires frequent variations including sitting, walking, standing, kneeling, reaching or stooping.
• Strength Aspects: Occasionally required to stand, lift, push or pull objects ranging from 10 lbs - 40 lbs.

Work Environment

• Work is performed in an office setting with exposure to moderate noise and indoor florescent lighting.

The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Teammate Benefits

As an Accendra Health employee, you have choices to fit your life. Our comprehensive benefits program is designed to meet you where you are through all of life's stages. We've got you and your family covered with benefits that support your health, finances, and overall wellness.

Our benefits program includes:

• 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

If you feel this opportunity could be the next step in your career, we encourage you to apply.

Accendra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.

Note: Accendra is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at our Company via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be