Customer Relationship Liaison - POV
About the role
This role plays a crucial part in ensuring patients have the necessary equipment for home healthcare needs. The primary responsibilities include maintaining relationships with current accounts, responding to customer needs and concerns, and managing all follow-up functions.
Responsibilities
- Acts as a single point of contact for specific accounts
- Responds to customer needs and concerns in a timely manner
- Consults with clients and referral sources on products and necessary equipment
- Obtains all required documentation for orders and ensures they are entered into the system
- Contacts patients to confirm orders and communicate financial obligations
- Affirms patient's needs and promotes company products/services
- Proactively resolves issues and coordinates solutions
- Troubleshoots any issues with medical groups and relevant departments
- Aids medical groups and provider groups in understanding available products and services
- Participates in quality assurance/performance improvement initiatives
- Maintains reimbursement of products/services and follows up on authorizations and outstanding CMNs
- Trains patients on the use of equipment and services
- Responds to emergency calls and related needs during regular business hours and on an On-Call basis
- Coordinates patient services with physicians and medical groups
- Performs timely follow-ups on initial/renewal authorizations
- Operates a personally owned vehicle in accordance with essential job functions
- Sets-up and delivers home healthcare products and services
- Performs other duties as required
Requirements
- High school diploma or equivalent
- At least 2 years of related experience
- Valid driver’s license
- Ability to build and maintain solid working relationships with internal and external customers
- Compliance with all POV requirements
- Completion of ongoing training and development
- Geographically located within the assigned territory
Qualifications
- Education and experience
- Business acumen
- Problem-solving and analysis skills
- Effective communication
- Computer skills
- Language skills
- Mathematical skills
- Physical demands
Skills
- Business acumen
- Problem-solving/analysis
- Communication proficiency
- Personal effectiveness/credibility
- Computer skills
- Language skills
- Mathematical skills
Benefits
As an Accendra Health employee, you have access to a comprehensive benefits program that supports your health, finances, and overall wellness. This includes medical, dental, and vision care coverage, paid time off, a 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, and more.