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Branch Operations Specialist
2 months ago
At Owens & Minor, we play a vital role in the healthcare ecosystem. As a recognized Fortune 500 entity with numerous facilities nationwide and a diverse workforce across the globe, we deliver comprehensive technologies, products, and services throughout the entire spectrum of care. 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 teammates.
Benefits for Owens & Minor teammates include:
- Medical, dental, and vision coverage available from the first day of employment
- 401(k) plan with eligibility commencing after 30 days of service
- Employee stock purchase program
- Tuition reimbursement options
- Opportunities for professional development within a global organization
ABOUT THE COMPANY
JOB SUMMARY
The primary objective of this role is to provide assistance in the daily functions of the Branch Office and support the Branch Manager(s). This position offers the flexibility of remote work.
KEY RESPONSIBILITIES
- Collaborate with the Sales team, referrals, and/or patients to collect any missing documentation or information to comply with insurance requirements.
- Respond to customer inquiries via phone, offering introductory information to new clients, identifying the most efficient methods to address customer questions, resolving common issues with products or services, and coordinating with the branch team and other departments to find suitable solutions, escalating concerns when necessary.
- Carry out various processing tasks for the Branch, including but not limited to managing intakes, reviewing ACIS screens to assist customers, confirming delivery schedules, verifying insurance details, obtaining equipment authorizations based on payer guidelines, completing tasks in processing tools, monitoring faxes, and performing data entry and document triage.
- Conduct post-delivery work order confirmations and data entry.
- Initiate outbound communications, including calls, faxes, and SMS messages to patients and referrals upon receipt of orders.
- May assist in downloading data from recording devices such as apnea monitors, oximeters, CPAP machines, and other respiratory equipment as directed.
- 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.
- Perform routine filing and faxing of records.
- In addition to setting up or returning equipment, may provide instructions to patients, complete necessary paperwork, explain insurance and out-of-pocket costs, and handle payments.
- May conduct outbound customer satisfaction surveys with patients and referrals.
- Order inventory or office supplies as needed.
- Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
N/A
MINIMUM REQUIRED QUALIFICATIONS
- Meets company minimum standards for background checks.
- Education and/or Experience
- High school diploma or GED is required.
- At least two years of relevant experience in an office setting is preferred.
- Certificates, Licenses, Registrations or Professional Designations
- N/A
- SKILLS, KNOWLEDGE AND ABILITIES
- Excellent organizational skills.
- Strong customer relations and problem-solving abilities.
- Effective phone communication skills.
- Strong interpersonal and teamwork capabilities.
- Ability to manage multiple tasks efficiently.
- Proficient in communicating effectively via phone and utilizing technology software.
- If involved in coordination, delivery, function testing, or downloads of respiratory equipment, all relevant competency assessments must be completed prior to engaging in those activities.
- Computer Skills
- Proficient in Microsoft Office applications.
- Basic skills in printing, faxing, and scanning.
- Language Skills
- English (reading, writing, verbal).
- Mathematical Skills
- Basic math skills.
- PREFERRED QUALIFICATIONS
- SKILLS, KNOWLEDGE AND ABILITIES
- Familiarity with DOT/FDA regulations.
- Language Skills
- Bilingual (reading, writing, verbal).
- Other Skills
- Previous experience in public interaction within a service management context.
- PHYSICAL DEMANDS
While performing the duties of this role, the employee will 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. May involve lifting equipment up to 50 lbs.
WORK ENVIRONMENT
Work is performed remotely. The physical demands and work environment characteristics described above are representative of those an employee may encounter while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
