Call Center Process Qualification Coordinator

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!

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

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)

Join us as a Call Center Process Qualification Coordinator and be part of our team dedicated to delivering exceptional customer experiences through continuous process excellence!

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person

Salary : $19 - $22