NPWT PARTNER LIAISON, SHARED SERVICES Job at Apria Healthcare
$18.51 - $26.35 an hour
Job Summary (External):
JOB SUMMARY
WORK ENVIRONMENT
TRAVEL
OTHER INFORMATION
ABOUT THE COMPANY
Apria Healthcare’s mission is to improve the quality of life for our patients at home. We are looking for empathetic, thoughtful, and compassionate people, to meet the needs of our patients. Already an industry leader in healthcare services, we provide home respiratory services and select medical equipment to help our patients sleep better, breathe better, heal faster, and thrive longer.
JOB SUMMARY
The NPWT liaison acts as an intermediary between Apria and the partner to provide information, support, and assistance. The liaison will help Apria understand the NPWT partner’s needs, expectations, and difficulties, and develop recommendations to resolve challenges.
The liaison will receive patient escalations sent by the NPWT partner and complete the necessary research to assist with resolution. The liaison will collaborate with Shared Services, field operations, and other internal teams, to provide resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Accept patient escalations through various channels and complete necessary research to provide resolution.
- Tracks and trends service concerns to escalate and form action plans with supporting teams (Field, Customer Service, Revenue Management, etc.).
- Provides weekly summary of issues, top issues, and makes recommendations to minimize escalations.
- Assists local branch teams with NPWT partner related questions/escalations.
- Supports training for Apria and our NWPT partners.
- Acts as single point of for escalations and service issues.
- Collects and graphs data specific to customer needs and presents action plans according to data read outs.
- Troubleshoots and resolves payor service issues by identifying problems and coordinating appropriate solutions.
- Handles customer needs and complaints in a timely manner.
- Provides floor support for NPWT Shared Services team.
- Handles supervisor escalated calls related to issues.
- Host/Leads calls with NWPT partner to review service issues and resolutions.
- Attends weekly/monthly steering committee meetings with Apria leadership, as needed.
- Performs other related duties as directed by supervisor.
- Participates in the in quality assurance/performance improvement initiatives as requested.
- Performs other duties as required.
SUPERVISORY RESPONSIBILITIES
- N/A
MINIMUM REQUIRED QUALIFICATIONS
Education and/or Experience
- Education or experience equivalent to a high school diploma is required.
- At least one-year related experience is required.
Certificates, Licenses, Registrations or Professional Designations
- N/A
SKILLS, KNOWLEDGE AND ABILITIES
- Business Acumen
- Problem Solving/Analysis
- Communication Proficiency
- Personal Effectiveness/Credibility
- Public Speaking
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.
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 accommodation 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 a remote setting.
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.
Benefits:
Comprehensive benefits package offered for eligible employees:
- Competitive salary
- Ability to have early access to earned wages
- Medical, Dental and Vision
- Healthcare Flexible Spending Accounts and Healthcare Savings Accounts
- Life, AD&D and Disability Insurance
- Paid Time Off, including Vacation, Personal Time, Paid Sick Leave & Paid Holidays
- 401K Savings Plan (available immediately)
- Educational Assistance
- Employee Referral Reward Program
- Employee Discount Programs
- Company Paid Employee Assistance Plan (available immediately)
- We recognize our veterans by offering a company paid day off for Veterans Day
- Career Advancement/ Development Opportunities
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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