Customer Relationship Liaison

About the role

This role maintains relationships and favorable contacts with current accounts, serving as a single point of contact to ensure personalized, long-term care for patients.

Responsibilities

• Act as a single point of contact for a specific account.
• Handle customer needs and complaints in a timely manner.
• Consult with clients and referral sources on products and necessary equipment.
• Obtain all documentation to be scanned and batched at the branch.
• Manage all follow-up functions with the account post set-up.
• Oversee all transactions from a specific account, including referrals.
• Obtain all needed documentation for orders to be entered into the system.
• Contact patients to confirm orders and communicate financial obligations before scheduling.
• Assess patient needs and promote company products/services during office visits.
• Resolve issues by identifying problems and coordinating appropriate solutions.
• Troubleshoot with medical groups and relevant on-site departments if issues arise.
• Assist medical groups and provider groups regarding products and services available under contract.
• Assist in the utilization process and transitioning members for capitation switch-outs.
• Coordinate with physicians and medical groups.
• Identify and develop strategic relationships within institutions to enhance patient care.
• Participate in quality assurance/performance improvement initiatives as requested.
• Perform timely follow-up on renewal authorizations to maintain reimbursement.
• Follow up on outstanding CMNs, renewal CMNs, and prescriptions.
• Perform other duties as required.

Requirements

• High School diploma required.
• At least 2 years of related experience.

Skills

• Business Acumen
• Problem Solving/Analysis
• Communication Proficiency
• Personal Effectiveness/Credibility
• Basic computer skills in Access, Excel, PowerPoint, MS Project, Visio, and Word.
• Proficiency in English (reading, writing, verbal).
• 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 their 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 include close vision and distance vision. Must be able to travel by plane and automobile if applicable.

Work Environment

While performing the duties of this job, the employee is rarely exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

Pay

The anticipated hourly range for this position is $24–$27/hour. The actual compensation offered may vary based on job-related factors such as experience, skills, education, and location.

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