Customer Relationship Liaison (DR)
About The Position
The Customer Relationship Liaison maintains relationships and favorable contacts with current accounts and patients, ensuring patients have the equipment required for their home healthcare needs. The role serves as a single point of contact for assigned accounts, responds to customer concerns, consults with clients and referral sources about products and equipment, and coordinates orders, documentation, scheduling, billing, authorizations, and follow-up. The liaison coordinates patient services with physicians and medical groups, supports utilization and member transitions, resolves issues, and helps provider groups understand products and services available under contract. The position may involve instructing patients on basic equipment use within training and state licensure limits, responding to emergency and on-call needs, coordinating discharges, and setting up and delivering home healthcare products and services. The role operates a personally owned vehicle and works within an assigned geographic territory.
Requirements
- High school diploma required.
- At least 2 years of related experience.
- Must be at least 21 years old at the time of hire.
- Demonstrated ability to build and maintain solid working relationships with internal and external customers.
- Ability to learn and comply with personally owned vehicle requirements for safe and compliant vehicle use.
- Must participate in and successfully complete ongoing training and development to remain qualified for essential job functions.
- Must be geographically located within the assigned territory.
- Must possess a valid driver’s license.
- Business acumen, problem-solving and analysis, communication proficiency, and personal effectiveness/credibility.
- Computer skills, including basic Access, Excel, PowerPoint, MS Project, Visio, and Word.
- English reading, writing, and verbal language skills.
- Basic mathematical proficiency and a strong 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.
- Ability to travel by plane and automobile, if applicable.
- Ability to perform duties involving frequent sitting, walking, standing, kneeling, reaching, or stooping and occasional lifting or moving of items up to 25 pounds frequently and up to 40 pounds occasionally.
Responsibilities
- Acts as a single point of contact for assigned accounts.
- Responds to customer needs, concerns, and complaints in a timely manner.
- Consults with clients and referral sources about products and necessary equipment.
- Obtains documentation for scanning and batching at the branch.
- Manages account follow-up after setup and oversees transactions from assigned accounts and referral sources.
- Obtains documentation needed for order entry, service scheduling, and billing or payment.
- Contacts patients to confirm orders and communicates financial obligations before referrals for delivery or service scheduling.
- Assesses patient needs and promotes company products and services during office visits, as appropriate.
- Proactively identifies and resolves problems by coordinating appropriate solutions.
- Troubleshoots issues with medical groups and relevant on-site departments.
- Helps medical and provider groups understand products and services available under contract.
- Assists with utilization processes and member transitions related to capitation switch-outs.
- Coordinates patient services with physicians and medical groups.
- Identifies and develops strategic institutional relationships that support patient care.
- Participates in institutional quality assurance and performance improvement initiatives as requested.
- Follows up promptly on initial and renewal authorizations to maintain reimbursement for products and services.
- Follows up on outstanding CMNs, renewal CMNs, and prescriptions.
- May instruct patients in basic use of respiratory therapy, durable medical, oxygen, and other equipment or services, consistent with training and state licensure limitations.
- Responds to emergency calls and related needs during regular business hours and on-call periods as needed.
- Coordinates timely discharges with the Customer Care Center and/or Branch Customer Service Team.
- Operates a personally owned vehicle in accordance with essential job functions.
- Sets up and delivers home healthcare products and services.
- Performs other duties as required.
Benefits
- Medical, dental, and vision care coverage
- Paid time off plan
- 401(k) plan
- Flexible Spending Accounts
- Basic life insurance
- Short- and long-term disability coverage
- Accident insurance
- Teammate Assistance Program
- Paid parental leave
- Domestic partner benefits
- Mental, physical, and financial well-being programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
