Customer Relations Liaison

About the role

This role maintains relationships and favorable contacts with current accounts/patients and provides the ability to ensure patients have the required equipment to support their home healthcare needs.

Responsibilities

• Acts as a single point of contact for a specific account or accounts.
• Responds to customer needs, concerns and complaints in a timely manner.
• Consults with clients and referral sources on products and necessary equipment.
• Obtains all documentation to be scanned and batched at the Branch.
• Manages all follow-up functions with the account, post set-up.
• Oversees all transactions coming from a specific account(s), including all referral sources.
• Obtains all required documentation for orders to be entered into the system, service scheduling and billing/payment.
• Contacts patients to confirm orders and communicates any financial obligations before referral for delivery/service scheduling.
• Affirms patient’s needs and promotes company products/services at office visits, as appropriate.
• Proactively resolves issues by anticipating and identifying problems then coordinating the appropriate solution(s).
• Troubleshoots any issues that may arise with the medical groups and any relevant on-site departments.
• Aids medical groups and/or other provider groups to understand the products and services available under the contract.
• Assists in the utilization process as well as transitioning members related to capitation switch outs.
• Collaborates with medical groups and/or other provider groups to understand the products and services available under the contract.
• Identifies and develops strategic relationships within the institution that will enhance patient care.
• Participates in the institution’s quality assurance/performance improvement initiatives as requested.
• Performs timely follow up on initial/renewal authorizations to maintain reimbursement of products/services.
• Performs follow up on outstanding CMNs, Renewal CMNs, and prescriptions.
• May instruct patients on basic use of respiratory therapy equipment, durable medical equipment, oxygen equipment, and other equipment/services in accordance with training received and approved by state licensure limitations.
• Responds to emergency calls and related needs as needed during regular business hours and on an On-Call basis.
• Effectively works and coordinates timely discharges with Customer Care Center and/or Branch Customer Service Team.
• Operates a Personally Owned Vehicle (POV) and/or company vehicle (non-CDL) in accordance with the essential job functions.
• Sets-up and delivers home healthcare products and services.

Requirements

• High School diploma required.
• At least 2 years of related experience.
• Must be at least 21 years of age or older at the time of hire.
• Demonstrated ability to build and maintain solid working relationships with internal and external customers.
• Learns and complies with all Department of Transportation, Transportation Safety Management (TSM) and POV requirements applicable for the safe and compliant use of Apria vehicles and POVs.
• Participates in and successfully completes ongoing training and development to become and remain qualified to perform the essential job functions.
• Geographically located within the assigned territory.

Qualifications

• Valid Driver’s License.

Skills

• Business Acumen.
• Problem Solving/Analysis.
• Communication Proficiency.
• Personal Effectiveness/Credibility.
• Computer Skills.
• Basic level mathematical proficiency.

Benefits

• Medical, dental, and vision care coverage.
• Paid time off plan.
• 401(k) Plan.
• Flexible Spending Accounts.
• Basic life insurance.
• Short-and long-term disability coverage.
• Accident insurance.
• Teammate Assistance Program.
• Paid parental leave.
• Domestic partner benefits.
• Mental, physical, and financial well-being programs.