Customer Service Liaison

About the Role

This position provides administrative and data support to the Technical Operations and Asset Management team, overseeing equipment, supplies, deliveries, and patient setups. The role is primarily administrative, focusing on maintaining accurate patient and operational data, reconciling service activity, and ensuring documentation alignment across systems. It plays a key role in supporting workflow accuracy from service delivery through billing while serving as a liaison between customers, field staff, and office operations.

Responsibilities

• Operational Reconciliation & Validation
  • Perform Patient Appointment Reconciliations (PA Recs) to ensure accuracy and completion of scheduled services.
  • Complete Technician Work Order Reconciliations (TWO) to validate that all technician jobs are properly documented and closed.
  • Regularly review Technician and Respiratory Therapist job records to confirm:
    • Services were completed as scheduled.
    • Required documentation is accurate and complete.
    • All billable items are captured correctly.
  • Ensure validated information flows accurately into billing systems for timely invoice generation.
  • Assist with month-end billing processes and operational reconciliations.
• Customer Service & Operational Support
  • Answer and manage a multi-line phone system with professionalism.
  • Serve as a primary point of contact for customer inquiries and requests.
  • Maintain and log customer emails and service requests.
  • Communicate job statuses, scheduling updates, and operational changes with team members and customers.
  • Provide exceptional customer service in a fast-paced operational environment.
• Scheduling & Dispatch Coordination
  • Support scheduling activities for Road Respiratory Therapists and field technicians.
  • Coordinate daily dispatch activities for Respiratory Therapists and Technicians.
  • Monitor and communicate appointment schedules and service updates to team members.
  • Assist in ensuring timely completion of patient setups, deliveries, and service calls.
• Data Management & Salesforce Administration
  • Maintain and update records in Salesforce to ensure data accuracy and integrity.
  • Audit system data regularly to identify discrepancies and resolve issues.
  • Enter and update operational, service, customer, and patient information as needed.
  • Support reporting needs by ensuring clean, reliable data inputs.
  • Train and support employees on proper data entry procedures within documentation systems to ensure accuracy, consistency, and compliance.
  • Utilize Salesforce to manage daily tasks, dispatch activities, communications, and notifications.
• Administrative Support
  • File, organize, and maintain company records and documentation.
  • Support various accounting and administrative functions as assigned.
  • Assist with mail distribution and office supply ordering.
  • Perform additional duties and special projects as assigned.
  • Participate in an on-call rotation with a minimum requirement of two on-call days.

Requirements

• High School Diploma or GED required; Associate's degree preferred.
• Two (2) years of administrative or operations support experience, preferably in a healthcare or technical environment.
• One (1) year of customer service experience.
• One (1) year of experience working with a multi-line phone system.
• Strong attention to detail and ability to audit and validate data accurately.
• Experience working with CRM systems; Salesforce experience preferred.
• Intermediate proficiency in Microsoft Office (Excel, Word, Outlook).
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Strong organizational, communication, and problem-solving skills.

Preferred Qualifications

• Previous experience in the healthcare or durable medical equipment (DME) industry.
• Experience supporting field operations, dispatching, or scheduling functions.
• Working knowledge of billing and operational reconciliation processes.

Physical and Emotional Demands

• Good physical and emotional health is required.
• May be required to stand or sit for long periods, lift and move patients, and work in various healthcare settings including hospitals, clinics, and home healthcare.
• Normal work routines could involve exposure to blood and body fluids; responsible for following OSHA guidelines and standard universal precautions.

Schedule

• Hours are based on resident and community needs.
• Must be willing to work weekends and holidays.
• If assigned to care for individuals on life-support where in-house coverage is required by law, must make arrangements to report to work during inclement weather (e.g., coordinating alternative transportation or adjusting work hours).