Customer Inquiry Representative - Remote, Tennessee

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.

JOB SUMMARY

This position responds to customer inquiries regarding account status, researches and assist customers on issues and/or questions about balances or billing. This individual resolves issues by either preparing adjustments, researching bad debit; obtaining payment or refunding and ensures all activity is entered accurately into the billing system.

The anticipated hourly range for this position is $17.00 - $21.50 USD hourly. The actual compensation offered may vary based on job-related factors such as experience, skills, education, and location.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responds to customer inquiries regarding account status via phone/mail/email/online.
• Researches customer accounts and accurately explains or resolves any billing concerns on accounts that are fully or partially unpaid.
• Resolves billing and collection discrepancies; attempts to set up recurring payment methods for ongoing services and prepares adjustments/write offs or refunds as necessary. 
• Processes payments and resubmits patient statements as necessary. Pursues patient for unpaid patient balances and/or payment obligations when insurance defaults, as permitted. 
• Re-bill insurance companies when appropriate.
• Complies with Fair Debt Collection Practices Act (FDCPA) and HIPAA regulations.
• Coordinates collection agency communication regarding outsourced invoices.
• Ensures all information regarding activity on an account is entered accurately into billing system.
• Brings recurring issues to the attention of the lead, or the department supervisor/manager.

• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

• N/A

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• High school diploma is required.
• One year of related experience is required.

Certificates, Licenses, Registrations or Professional Designations

• N/A

SKILLS, KNOWLEDGE AND ABILITIES

• Customer Service, Collections or Medical experience
• Business Acumen
• Problem Solving/Analysis
• Communication Proficiency
• Personal Effectiveness/Credibility

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.

Other Skills

• N/A

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.

PLEASE NOTE: This is a remote position which is US-based.  This role requires individuals to physically reside and work within the United States.  Company systems and equipment are monitored for security and other purposes and removal of Company equipment outside of the United States is not permitted without prior authorization.

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 deemed the sole property of our Company. No fee will be paid in the event the candidate is hired by our Company as a result of the referral or through other means.

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