Customer Relationship Liaison- POV

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.
• Follows up on outstanding CMNs, Renewal CMNs, and prescriptions.
• Instructs 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

  • 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 POV requirements applicable for the safe and compliant use of 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.
  • Must Posses a Valid Driver’s License.
  • Must be able to lift and/or move items up to 25 pounds frequently and up to 40 pounds occasionally.
  • Regularly required to use hands to write, use computer, operate a motor vehicle, use a hand-held 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.
  • May be required to receive vaccinations and participate in medical assessments and testing consistent with the work environment or patients exposed to.
  • May be required to wear various personal protective equipment consistent with the hazards encountered in this role.

  Qualifications

  Education and/or Experience: 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.

  Skills

  • Business Acumen
  • Problem Solving/Analysis
  • Communication Proficiency
  • Personal Effectiveness/Credibility
  • Computer Skills
  • Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data

  Benefits

  As an Accendra Health employee, you have choices to fit your life. Our comprehensive benefits program is designed to meet you where you are — through all of life’s stages. We’ve got you and your family covered with benefits that support your health, finances, and overall wellness. Our Benefits Program Includes 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. Teamean Assistance Program. Paid parental leave. Domestic partner benefits. Mental, physical, and financial well-being programs.