Team Manager, Market Account Resolution

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. 

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day

• 401(k), eligibility after one year of service

• Employee stock purchase plan

• Tuition reimbursement

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

Team Managers will supervise full-time/part-time employees who are in contact with our patients and customers in person and via email, phone, live chat and other methods.  Most importantly, this position provides guidance and leadership for staff to ensure employees are achieving customer happiness through effective communication, problem solving, and efficient processes.  Key responsibilities for creating a positive, employee-centric environment include:

• Creating an inspiring team atmosphere with an open communication culture.
• Setting clear team goals.
• Motivating team members to perform their best.
• Listening to team members’ feedback and resolving any issues or conflicts.
• Recognizing high performance and reward accomplishments.
• Encouraging creativity.
• Suggesting and organizing team-building activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee and direct day-to-day operational team in unbilled activity for the designated market.
• Responsible for supporting the local branch offices within the designated market.
• Monitor team performance in resolving new and recurring patient accounts to obtain the documentation from the referral source required to bill the individual health insurance plans, allowing our patients to maximize their available health plan benefits and to receive the much-needed care as soon as possible.
• Research and secure required information from the customer to continue coverage of equipment through the health insurance plan

• Manage collaborative relationships with field leadership, referrals and patients through effective outreach to drive account resolution
• Evaluate all documentation received to ensure that it meets compliance criteria to the relevant standards and regulations.
• Perform follow-up to achieve timely reimbursement.
• Provide accountability for market account resolution team, coach, and develop staff.
• Conduct strategic needs assessments to determine support and ensure the teams are highly motivated to achieve the best outcomes for our patients, referral sources, and other clients.
• Monitor trends in transactional activities to determine where efficiencies may be gained through process improvement.
• Initiate and monitor action plans when business results are not meeting established operational targets or indicate future operational performance issues.
• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

• This position supervises all direct reports of the department and is responsible for the performance management, hiring, and discipline of direct reports within the department.
• Provides direction and guidance in work assignments. 
• Provides timely coaching and feedback to staff. 
• Ensures work assignments are completed accurately, efficiently and timely. 

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• High school degree or equivalent.
• 5-years-experience in healthcare/health insurance preferred.
• Proven work experience as a team leader or supervisor.
• In-depth knowledge of performance metrics.
• Good PC skills, especially MS Excel.
• Degree in management or training in team leading is a plus.

SKILLS, KNOWLEDGE AND ABILITIES

• Patient-Focused: You start with the patient and work backwards. You invest the time and energy to understand the patients’ objective