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Customer Inquiry Specialist

07/19/2019Call Center
Job Location: AZ
Metro Area: AZ - Phoenix
Company Name: Apria Healthcare
2700 W Frye Rd, 3rd Floor, 3rd Floor
Chandler, AZ 85224
Contact Name:
Heather Howard
Apria Healthcare
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Apria Healthcare Career Site
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

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 debt; obtaining payment or refunding and ensures all activity is entered accurately into the billing system.


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.
Minimum Required Qualifications
Education and/or Experience

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


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.

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 is performed in an office setting with exposure to moderate noise.

Occasional travel as required.

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.

Join the Apria team for a rewarding opportunity in healthcare! Competitive pay rates with cash incentives and full benefit packages available, including health, dental, vision, disability and 401(k).

Apria Healthcare is committed to hiring veterans and military spouses.

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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Notice: Apria Healthcare has become aware of fraudulent activity where individuals who have no connection with Apria are posting fictitious positions and requesting to conduct interviews via instant or chat messages in online groups (i.e. Google Chat). Apria Healthcare does not conduct interviews via instant chat or online groups. Apria Healthcare representatives also only send email from addresses with the "" corporate domain name. Apria does not ask candidates for payment of any kind as part of the hiring or onboarding process. It is also not a good idea to provide sensitive personal information, such as a social security number, over the phone or by email, to anyone. If you are concerned about a fraudulent job posting for Apria Healthcare, please contact us by sending an email to and your state attorney general's office.

Candidates Must apply via our web site.

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