Patient Liaison (HME)

About the role

Patient Liaisons have responsibilities related to customer service, equipment and service deliveries in the hospital, and marketing-related activities. This may include delivering medical equipment and supplies to patients in a timely and professional manner and teaching the patient how to use and maintain their equipment; initiating verification of patient insurance benefits; communicating the patient’s financial responsibility to the patient, and collecting any amounts due using AdaptHealth provided electronic tools.

Responsibilities

• Be knowledgeable of and responsible for the current AdaptHealth policies and procedures that apply to this position.
• Represent AdaptHealth in a professional manner in face-to-face contact with patients, referral sources, and hospital personnel.
• Maintain and increase revenue from hospital/facility orders.
• Develop and maintain a working knowledge of home equipment, insurance guidelines, eligibility, and reimbursement for patients.
• Fulfill equipment orders and assure that equipment is clean, in proper working order, quantities are correct, delivery instructions are correct, and required paperwork is taken to the patient.
• Deliver/pick up supplies and equipment in a courteous, accurate, and timely manner meeting the timely delivery goal for essential equipment; understand issues related to the most cost-effective delivery method for HME ordered.
• Train and educate patients and caregivers on the use of equipment and answer any inquiries they may have about services.
• Inform new patients about their rights and responsibilities, whom to contact with questions, and how to contact the billing department; inform patients about patient satisfaction surveys.
• Initiate the insurance verification process and inform patients of their financial responsibility; discuss insurance coverage with the patient and arrange payment of the patient’s financial responsibility.
• Process credit and debit card payments using standard electronic tools.
• Obtain signatures of patient or caregiver for each piece of paperwork including the delivery ticket, assignment of benefits, care plan, and waiver of liability.
• Document date and time of delivery on delivery ticket, list any problems or changes to the order, and update driving directions if necessary.
• Return dirty equipment to the closet and tag broken equipment, including the branch name and brief description of the problem, for return to the repair area.
• Troubleshoot and service all equipment and make decisions on switch-outs.
• Conduct sales & service rounds within assigned hospitals, promoting products and services provided by AdaptHealth to all health care professionals encountered daily.
• Increase referral volume from the facility by promotion within business lines and cross-selling among business lines through solicitation/facilitation of referral orders from referral sources.
• Understand and maintain a balanced focus on the most profitable business lines.
• Act as a resource for referral source staff regarding Medicare, Medicaid, and private insurance documentation and reimbursement guidelines related to DME/RT/IV/HH equipment and services.
• Assist the sales team in planning and conducting orientations and in-services to referral sources regarding HME equipment and services provided.
• Obtain all required information and medical documentation to ensure complete, accurate, and timely processing of referrals; strive to obtain MD order signatures and original prescriptions while on-site.
• Assure that diagnoses and disease states warrant the need for prescribed equipment and services from a reimbursement standpoint; suggest additional equipment and services if warranted based on diagnoses or make appropriate recommendations.
• Execute the entire referral process for all applicable product lines.
• Coordinate with other departments to minimize delivery expenses and provide efficient service to customers.
• Retain knowledge of and consistently adhere to procedures for the use of Personal Protective Equipment (PPE), infection control, and hazardous materials handling.
• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Complete assigned compliance training and other educational programs as required.
• Maintain compliance with AdaptHealth’s Compliance Program.
• Perform other related duties as assigned.

Requirements

Competency, Skills, and Abilities

• Excellent verbal and written communication skills
• Excellent presentation skills
• Excellent customer service skills
• Product and service knowledge
• Motivation for sales
• Ability to work independently and with a team
• Strong analytical and problem-solving skills with attention to detail
• Ability to prioritize and manage multiple projects
• Possess mental alertness and the ability to properly treat confidential information
• Proficient computer skills and knowledge of Microsoft Office

Education and Experience Requirements

• High School Diploma or equivalent required; Associate Degree from an accredited college preferred
• One (1) year of work related to health care, administrative, insurance, customer services, or management regardless of industry; the exact job experience considered must be DME, Diabetes, Incontinence Sales
• Valid and unrestricted driver’s license in the state of residence

Physical demands and work environment

• Must be able to bend, stoop, stretch, stand, and sit for extended periods.
• Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use.
• Work environment may be stressful at times, as overall office activities and work levels fluctuate.
• Subject to long periods of sitting and exposure to the computer screen.
• May be exposed to hazardous materials, loud noise, extreme heat/cold, direct or indirect contact with airborne, bloodborne, and/or other potentially infectious pathogens.
• May be exposed to angry or irate customers, patients, or referral sources.
• Ability to utilize a personal computer and other office equipment.
• Must be able to lift 30 pounds as needed.
• Physical and mental ability to provide clinical assessments.
• Ability to travel independently throughout the service area.
• Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.
• Mental alertness to perform the essential functions of the position.

Benefits

• Comprehensive medical, dental and vision coverage (eligible first of the month following hire)
• 401(k) with company match
• Paid Time Off Plans including 6 paid holidays
• Employee Stock Purchase Plan
• Paid Parental Bonding Leave
• Short and Long-term Disability Insurance
• Life and AD&D Insurance
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• CVS Minute Clinic and Teledoc access
• Spousal Advantage Reimbursement Plan
• Identity Theft Protection and Legal Plan
• Applicable waiting periods apply

Additional requirements

• Company conducted Background Check is required for all roles
• Company conducted Motor Vehicle Record Check is required for driving roles
• Clinical roles require valid licensure/certification, where applicable
• In accordance with Florida law, candidates applying for positions located in Florida are required to undergo background screening through the Florida Care Provider Background Screening Clearinghouse, as applicable
• In accordance with California law, candidates applying for positions located in California that require on-site presence at a Home Medical Device Retailer (HMDR) facility must obtain a California Department of Public Health (CDPH) Exemptee License, which requires completion of state-approved training and a course completion certificate