Acelity Careers

POD/AOB Document Support Customer Service Rep II

San Antonio, United States of America
Customer Administration

Job Description

The AOB Document Support Customer Service Rep II position is responsible for:

  • Supporting Field Distribution Centers with return of Proof of Delivery/Assignment of Benefits (POHD) or Assignment of Benefits (AOB) forms based on Unbilled Documents Report
  • Monitor Genesis/HERO to ensure electronic versions of POHD/AOB are entered
  • Process incoming mail and ensure documents are valid
  • Performs proper document storage


  • Return of POHD/AOB documents for VACs shipped by the Field Distribution Centers to home patients via FedEx
  • Coordinates with both internal and external customers for document return
  • Interacts with patients, home health agencies, and doctors offices to obtain information needed and return of POHD/AOB via incoming calls to the department hunt group, outgoing calls and written correspondence
  • Interacts with COPA, COPA Managers, Service Center Managers, and Sales team
  • Ensures timely submission of POHD/AOB to Patient Financial Service and MedClaims
  • Research by involving order notes, documents on file previous ROEs, and internet searches to determine course of action of each ROE on unbilled documents report
  • Enter detailed order notes documenting course of action taken
  • Monitor Genesis/HERO to ensure electronic versions of POHD/AOB are entered
  • Process incoming mail and ensure documents are valid based on PFS and MedClaims guidelines
  • Prepare and send duplicate POHD/AOB  to patients
  • Performs proper document storage based on department and KCI guidelines


  • High School Diploma or equivalent.
  • At least three years of  customer service experience.
  • Experience with Microsoft Office applications including: Word, Excel & Outlook.


In addition to the basic qualifications listed above, the following other position qualifications are required:

  • Experience with document processing and storage
  • Demonstrated communication and presentation skills
  • Demonstrated analytical and problem solving skills
  • Ability to communicate effectively both verbally and in written format
  • Ability to operate independently without close supervision
  • Ability to deal with employee and business contacts; convey a positive customer service and team oriented attitude
  • Ability to maintain confidentiality and exercise discretion in all business dealings


In addition to the basic qualifications and other required qualifications listed above, the following preferred qualifications also exist:

  • Associates Degree in Business or related field
  • Experience with administrative KCI service or a home health agency
  • Experience with Genesis/HERO


This position exists to provide customer service to the Delivery and Assignment of Benefits and as such requires constant computer (over 80%) and phone usage (over 50%), including repeated computer keyboarding.

The information listed above is not a comprehensive list of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. Any physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EOE AA M/F/Vet/Disability: Acelity L.P. Inc. and its subsidiaries are an equal opportunity and affirmative action employer and give consideration for employment to qualified applicants without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, veteran status, or genetic information or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please click here: VEVRAA Federal Contractor