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Apria Healthcare

Patient Health Advocate

Apria Healthcare - Littleton, CO

Job Summary

JOB SUMMARY

This position will develop strong rapport with the patient to understand the nature of non-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 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.

  • Demonstrates the ability to understand the limitations of their advice, guidance and coaching when it reaches the point of requiring a licensed professional; typically, that of being considered medically-related advice or assessments.

  • Use applications to manage administration features, patient administration/data (loading and correcting usage data, creating or editing patient accounts, downloading reports) and prioritize work assignments.

  • Conduct field office intervention calls to assist staff with specific patient support to overcome barriers and improve their therapy usage.

  • Create work orders and schedule patients for 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 serve as a consultant to train 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.

  • 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.

  • A combination of education or experience equivalent to a four-year degree preferred.

  • At least 3-5 years of related experience is required in the healthcare, respiratory care, health education and instruction and/or patient education.

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.

  • Technical
    Skills:
    Ability to utilize all systems required to perform expectations of the job, including but not limited to logging in/out maneuvering between menus/screens, performing functions of the system (i.e. reading usage data in multiple monitoring sites, updating records, etc.), understanding support/troubleshooting process.

  • Application
    Skills:

  • ACIS - All Edit patient functions, insurance, F13 Comments, related screens

  • Phone System - Logging in and out, using headset, dialing, transferring, muting, hold, dispositioning, conferencing, troubleshooting

  • SharePoint PAP calendar

  • ADP-Log in and Out, entering time, requesting/deleting time off, viewing payroll information, accessing benefits

  • IEX Totalview- Log in and out, using schedules, updating schedules, requesting/deleting time off, using proper statuses

  • Apria Cares/Empathy

  • Ancillary Systems- Accessing sites, logging in and out, using site, entering new patients, using Administrator functions. Including but not limited to:

  • U-Sleep- monitoring site

  • Airview monitoring site

  • EncoreAnywhere

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

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


6 days 9 hours ago

Apria Healthcare

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Patient Health Advocate Apria Healthcare - Littleton, CO, United States

   

Location: Littleton, CO

Company Profile:
Apria Healthcare Group Inc. is the leading national provider of home healthcare products and services, including oxygen and respiratory equipment, home delivered respiratory medications, a broad range of home infusion therapies, power mobility devices, therapies to treat obstructive sleep apnea (OSA), diabetes equipment and supplies, enteral nutrition, negative pressure wound therapy and home medical equipment. With over 550 branch and 80 specialty infusion pharmacy locations nationwide, Apria serves over two million patients annually throughout all 50 states. Unlike other medical equipment companies who focus solely on selling products, Apria Healthcare succeeds by providing full-service, custom-tailored solutions for home, patient-centered care.