Customer Relationship Liaison - POV

Apria Healthcare•Cromwell, CT

1d•$24 - $27

About The Position

The Customer Relationship Liaison maintains relationships and favorable contacts with current accounts and patients, serving as a point of contact and helping ensure patients have the equipment needed for home healthcare. The role consults with clients and referral sources, coordinates orders and services, supports patient transitions and discharges, and works with medical groups and other providers to resolve issues and promote access to products and services. The liaison manages account transactions and follow-up, obtains required order and authorization documentation, confirms orders and financial obligations with patients, and coordinates with physicians, medical groups, the Customer Care Center, and branch teams. The position may include instructing patients on basic equipment use within training and state licensure limitations, responding to emergency calls during business hours and on-call, and setting up and delivering home healthcare products and services. The role requires operating a personally owned vehicle in accordance with essential job functions. The anticipated hourly pay range is $24–$27. Actual compensation may vary based on experience, skills, education, and location.

Requirements

High school diploma.
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 POV requirements for safe and compliant vehicle use.
Ability to participate in and successfully complete ongoing training and development to remain qualified for essential job functions.
Must live within the assigned geographic territory.
Valid driver's license.
Business acumen, problem-solving and analysis skills, communication proficiency, and personal effectiveness and credibility.
Computer skills, including basic Access, Excel, PowerPoint, MS Project, Visio, and Word.
English reading, writing, and verbal language skills.
Basic mathematical proficiency, including the ability to understand, interpret, and develop spreadsheet data.
Ability to travel by plane and automobile, if applicable.
Ability to safely operate and maintain a valid driver's license specific to the vehicle operated for the job.
Ability to perform the described physical demands, including occasional lifting or moving of items up to 25 pounds frequently and occasionally up to 40 pounds.

Responsibilities

Serve as a single point of contact for one or more specific accounts.
Respond to customer needs, concerns, and complaints in a timely manner.
Consult with clients and referral sources about products and necessary equipment.
Obtain documentation for scanning and batching at the branch.
Manage account follow-up after setup.
Oversee transactions from assigned accounts, including referrals.
Obtain required documentation for order entry, service scheduling, and billing or payment.
Contact patients to confirm orders and communicate financial obligations before referring them 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 solutions to resolve issues proactively.
Troubleshoot issues with medical groups and relevant on-site departments.
Help medical groups and other provider groups understand products and services available under their contracts.
Assist with utilization processes and member transitions related to capitation switch-outs.
Coordinate patient services with physicians and medical groups.
Identify and develop strategic institutional relationships that enhance patient care.
Participate in institutional quality assurance and performance improvement initiatives when 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.
Instruct patients on basic use of respiratory therapy, durable medical, oxygen, and other equipment or services, within received training and state licensure limitations.
Respond to emergency calls and related needs during regular business hours and on-call as needed.
Coordinate timely discharges with the Customer Care Center and/or Branch Customer Service Team.
Operate a personally owned vehicle in accordance with essential job functions.
Set up and deliver home healthcare products and services.
Perform other duties as required.