Customer Relationship Liaison POV 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.
Requirements
- 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.
- Assesses 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.
- Assists 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.
- Coordinates patient services with physicians and medical groups.
- 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.
- Performs follow up on outstanding CMNs, Renewal CMNs, and prescriptions.
- May instruct 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.
Benefits
- Medical, dental, and vision insurance, available on first working day
- 401(k), eligibility after one year of service
- Employee stock purchase plan
- Tuition reimbursement
