Customer Relationship Liaison- POV

Apria Healthcare•Lawrenceville, GA

10d•$20 - $25

About The Position

At Accendra Health, the Customer Relationship Liaison maintains relationships and favorable contacts with current accounts and patients, helping ensure patients have the equipment needed for home healthcare. The role serves as a single point of contact for assigned accounts, coordinates with patients, physicians, medical groups, referral sources, and internal teams, and supports the delivery, setup, and ongoing service of home healthcare products. The position may also involve instructing patients in the basic use of equipment within the limits of applicable training and state licensure.

Requirements

High school diploma.
At least 2 years of related experience.
Must be at least 21 years old at the time of hire.
Valid driver’s license.
Ability to build and maintain solid working relationships with internal and external customers.
Ability to learn and comply with requirements for safe and compliant use of a personally owned vehicle.
Ability to participate in and successfully complete ongoing training and development required to perform the essential job functions.
Must be geographically located within the assigned territory.
Business acumen, problem-solving and analysis, communication proficiency, personal effectiveness and credibility, and computer skills.
Basic skills in Access, Excel, PowerPoint, MS Project, Visio, and Word.
English reading, writing, and verbal skills.
Basic mathematical proficiency and ability to understand, interpret, and develop spreadsheet data.
Ability to safely operate and maintain a valid driver’s license for the vehicle used in the job.

Responsibilities

Serve as the single point of contact for assigned accounts.
Respond promptly to customer needs, concerns, and complaints.
Consult with clients and referral sources about products and necessary equipment.
Collect documentation for scanning and batching at the branch and for order entry, service scheduling, and billing or payment.
Manage account follow-up after setup and oversee transactions and referrals from assigned accounts.
Contact patients to confirm orders and explain financial obligations before referral for delivery or service scheduling.
Assess patient needs and promote company products and services during office visits, as appropriate.
Anticipate and identify problems, then coordinate appropriate solutions.
Troubleshoot issues with medical groups and relevant on-site departments.
Help medical groups and provider groups understand products and services available under contract.
Assist with utilization processes and member transitions related to capitation switch-outs.
Coordinate patient services with physicians and medical groups.
Develop strategic relationships within institutions to enhance patient care.
Participate in institutional quality assurance and performance improvement initiatives as requested.
Follow up promptly on initial and renewal authorizations to maintain reimbursement for products and services.
Follow up on outstanding CMNs, renewal CMNs, and prescriptions.
When permitted by training and state licensure, instruct patients in basic use of respiratory therapy, durable medical, oxygen, and other equipment or services.
Respond to emergency calls and related needs during regular business hours and on-call periods.
Coordinate timely discharges with the Customer Care Center and/or Branch Customer Service Team.
Operate a personally owned vehicle in accordance with the essential job functions and applicable requirements.
Set up and deliver home healthcare products and services.
Perform other duties as required.