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Apria Director, Billing Operations - Customer Care Center (CCC) in Des Moines, Iowa

Location: Remote, Michigan, United States

Categories: Full-time

Full/Part-time: Full-time

Work Location Type: Fully remote

Compensation: Commensurate with Experience

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 .

JOB SUMMARY

The Director, Customer Care Center Billing Operations is responsible for coordinating the strategic, operational, and financial direction and oversight within the revenue cycle.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Lead the day-to-day operations of customer care center which includes both customer service and revenue management responsibilities across multiple locations with approximately 2-6 direct reports and 100-200 indirect reports.

  • Conduct strategic needs assessments to determine customer service and revenue management needs.

  • Implement and monitor metrics for service standards and profitability.

  • Manage collaborative business relationships with sales, operations business units and outsourcing operations.

  • Manage budgets and meet or exceed operational profit and loss goals for customer care center.

  • Identify process improvement opportunities by consistently monitoring trends in all transactional activities.

  • Interface with key payer’s management to ensure timely resolution of issues and accurate reimbursement for services provided.

  • Manage relationships and performance of external companies such as offshore vendors, collection agencies, printing companies, etc.

  • Reports on payor & patient trends and action plans to executive management, division management and business units.

  • Provide guidance and leadership to direct reports to ensure effective team environments through efficient leadership, motivational and organizational methods.

  • Hold direct reports accountable for operational performance while serving as an advocate for their requirements with the executive management team.

  • Initiate and monitor corrective action plans when business results are not meeting established operational targets or indicate future operational performance issues.

  • Ensure compliance with regulatory requirements impacting customer care function.

  • Build and foster strong relationships with customer and business partners.

  • Drive a culture of change management and interface effectively with key leaders in other departments, such as training, IT, Workforce Management, etc.

  • Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

  • This position manages all management of the department and is responsible for the performance management, hiring, and discipline of management within the department.

Minimum Required Qualifications

Education and/or Experience

  • 4 year college degree or equivalent experience is required

  • 12 years of related experience is required.

  • Experience and understanding of a large-scale production environment in a national healthcare company, including systems and reimbursement methodologies for both payors and patients.

  • Leadership position at an Insurance Company for at least 2 years required

Certificates, Licenses, Registrations or Professional Designations

  • N/A

SKILLS, KNOWLEDGE AND ABILITIES

  • Demonstrated success in customer and staff management, both internally and externally with business partners.

  • Effective operational, problem solving and leadership skills.

  • Strong understanding of US healthcare industry and operational intricacies that drive billing and collections strategies.

  • Robust analytical skills, with the ability to work with large data sets to identify/summarize trends and results. Expert interpersonal, communications (written & oral) and presentation skills with an audience at the Board of Directors level.

  • Business Acumen

  • Strategic Thinking

  • Financial Management (Budgeting)

  • Project Management

  • Communication Proficiency

  • Personal Effectiveness/Credibility

Computer Skills

  • Advance skills in Access, Excel, PowerPoint, MS Project, Visio, Word

Language Skills

  • English (reading, writing, verbal).

Mathematical Skills

  • College level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.

Other Skills

  • Ability to travel according to business need, approximately 50% of the time.

PREFERRED QUALIFICATIONS (only include Preferred Qualifications if needed)

Education and/or Experience

  • MBA, MHA, or similar advanced degree

Certificates, Licenses, Registrations or Professional Designations

  • Process improvement (such as Six Sigma, COPC, etc.)

SKILLS, KNOWLEDGE AND ABILITIES

Computer Skills

  • Understanding of SQL (Structured Query Language)

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.

Apria Healthcare is committed to hiring veterans and military spouses.

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

Compensation

  • Compensation is commensurate with experience

  • Annual compensation is based on a 40 hour week

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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