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Branch Operations Specialist
2 months ago
Company Overview
At Owens & Minor, we play a vital role in the healthcare ecosystem. As a recognized Fortune 500 organization with over 50 locations nationwide and a workforce of 18,000 professionals in more than 90 countries, we deliver comprehensive technologies, products, and services that span the entire healthcare continuum. Our customers—and their patients—are central to our mission.
Our goal is to empower our clients to enhance healthcare delivery, and our achievements begin with our dedicated team members.
Employee Benefits
- Medical, dental, and vision coverage available from the first day of employment
- 401(k) plan with eligibility after 30 days of service
- Employee stock purchase program
- Tuition assistance for continued education
- Opportunities for professional development within a global organization
Position Summary
The primary function of this role is to provide essential support for the daily operations of the Branch Office and assist the Branch Manager(s). This position offers the flexibility of remote work.
Key Responsibilities
- Collaborate with the Sales team, referrals, and/or patients to obtain necessary documentation and information to comply with insurance requirements.
- Respond to customer inquiries via phone, providing introductory information to new clients, identifying the most efficient ways to address their questions, troubleshooting common issues, and coordinating with the branch team and other departments to resolve concerns, escalating when necessary.
- Execute various processing tasks for the Branch, including creating and managing intakes, reviewing ACIS screens to assist customers, confirming delivery schedules, verifying insurance, obtaining equipment authorizations based on payer guidelines, and performing data entry and document triage.
- Conduct post-delivery work order confirmations and data entry.
- Initiate outbound communications via calls, faxes, and SMS to patients and referrals upon receipt of orders.
- May perform downloads of recording devices such as apnea monitors, oximeters, CPAP machines, and other respiratory equipment as instructed.
- Manage requests for audit and documentation purposes, assisting with document retrieval for billing needs.
- Support the overnight oximetry program.
- Collect credit card and billing information as required.
- Assist in scheduling patient deliveries and equipment pickups.
- Regularly handle filing and faxing of records.
- In addition to setting up or returning equipment, provide instruction to patients, complete necessary paperwork, explain insurance and out-of-pocket costs, and manage payments.
- May conduct outbound customer satisfaction surveys with patients and referrals.
- Order inventory and office supplies as needed.
- Perform additional duties as assigned.
Supervisory Responsibilities
N/A
Minimum Qualifications
- Must meet the company’s background check standards.
- Education and Experience
- A high school diploma or GED is required.
- A minimum of two years of relevant experience in an office setting is preferred.
- Skills, Knowledge, and Abilities
- Strong organizational skills.
- Excellent customer relations and problem-solving abilities.
- Proficient phone communication skills.
- Strong interpersonal and teamwork capabilities.
- Ability to effectively manage multiple tasks.
- Proficient in electronic communication using technology software.
- If involved in coordination, delivery, function testing, or downloads of respiratory equipment, all relevant competency assessments must be completed prior to undertaking those tasks.
- Computer Skills
- Proficient in Microsoft Office applications.
- Basic skills in printing, faxing, and scanning.
- Language Skills
- Proficient in English (reading, writing, verbal).
- Mathematical Skills
- Basic math skills are required.
- Preferred Qualifications
- Knowledge of DOT/FDA regulations.
- Language Skills
- Bilingual (reading, writing, verbal) is a plus.
- Other Skills
- Previous experience in a service management role interacting with the public.
Physical Demands
While performing the duties of this position, the employee is required to use hands to handle or feel objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee will utilize computer and telephone equipment. Specific vision requirements include close and distance vision. Must be able to travel by plane and automobile if necessary. Potential lifting of equipment up to 50 lbs.
Work Environment
Work is performed remotely. The physical demands and work environment characteristics described above are representative of those encountered while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
