Customer Relationship Liaison

Customer Relationship Liaison

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
• Learn and comply with all POV requirements applicable for the safe and complaint use of POVs
• Participate in and successfully complete ongoing training and development to become and remain qualified to perform the essential job functions
• Geographically located within the assigned territory
• Must possess a Valid Driver’s License

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
• 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

Preferred Qualifications

• Business Acumen
• Problem Solving/Analysis
• Communication Proficiency
• Personal Effectiveness/Credibility
• Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word
• English (reading, writing, verbal)
• Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data