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.
• Assesses 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.
• Assists 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.
• Captures patient services with physicians and medical groups.
• 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) in accordance with the essential job functions.
• Sets-up and delivers home healthcare products and services.
• Performs other duties as required.

Requirements

Education and/or Experience:

• A high school diploma or equivalent 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.

Skills, Knowledge and Abilities:

• 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

Physical Demands:

• While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear.
• The employee uses computer and telephone equipment.
• Specific vision requirements of this job include close vision and distance vision.
• Must be able to travel by plane and automobile (if applicable).
• Regularly required to use hands to write, use computer, operate a motor vehicle, use a handheld device, telephone and use a document imaging system and manipulate documents.
• Regularly required to read documents and write neatly, legibility and transcribe accurate information and numbers/values.
• Employee continually engages in activities that require talking and hearing.

Qualifications

Minimum Required Qualifications:

• A high school diploma or equivalent 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.
• Learn and comply with all POV requirements applicable for the safe and compliant use of POVs.
• Participate in and successfully complete ongoing training and development to become and remain qualified to perform the essential job functions.
• Geographically located within the assigned territory.
• Poses a Valid Driver’s License.

Skills

• 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

Benefits

N/A

Pay

$20-26 USD per hour

Schedule

N/A