Customer Relationship Liaison (DR POV)

Apria Healthcare•Houston, TX

5d•$22 - $26

About The Position

The Customer Relationship Liaison maintains relationships and favorable contacts with current accounts and patients, helping ensure patients have the equipment needed to support their home healthcare needs. The role serves as a single point of contact for assigned accounts, responds to customer needs and concerns, consults with clients and referral sources about products and equipment, and manages account follow-up after setup. The position coordinates referrals, documentation, orders, service scheduling, billing and payment, authorizations, prescriptions, and patient services with physicians, medical groups, branch teams, and customer care. It also supports patient transitions and utilization processes, develops institutional relationships that enhance patient care, and may instruct patients in basic equipment use within training and state licensure limitations. The role may respond to emergency calls during business hours and on-call, set up and deliver home healthcare products and services, and operate a personally owned vehicle in connection with its duties. The anticipated hourly compensation range is $22–$26. Actual compensation may vary based on experience, skills, education, and location. The role requires travel and vehicle operation, occasional lifting and/or moving of items weighing up to 25 pounds frequently and up to 40 pounds occasionally, and work in varied indoor and outdoor conditions. The employee may need to wear personal protective equipment and participate in vaccinations or medical assessments consistent with the work environment.

Requirements

High school diploma.
At least 2 years of related experience.
At least 21 years of age at the time of hire.
At least 3 years of driving history.
Valid driver’s license.
Ability to build and maintain solid working relationships with internal and external customers.
Ability to learn and comply with applicable personally owned vehicle requirements for safe and compliant use.
Ability to participate in and successfully complete ongoing training and development to remain qualified for essential job functions.
Geographic location within the assigned territory.
Business acumen, problem-solving and analysis, communication proficiency, and personal effectiveness and credibility.
Computer skills, including basic skills in Access, Excel, PowerPoint, MS Project, Visio, and Word.
English reading, writing, and verbal language skills.
Basic mathematical proficiency and strong ability to understand, interpret, and develop spreadsheet data.
Ability to safely operate and maintain a valid driver’s license specific to the vehicle used for the job.
Ability to travel by plane and automobile, if applicable.

Responsibilities

Act as the single point of contact for assigned 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 functions after setup and oversee transactions from assigned accounts and referral sources.
Obtain required documentation for orders, system entry, service scheduling, and billing or payment.
Contact patients to confirm orders and communicate financial obligations before referring orders for delivery or service scheduling.
Assess patient needs and promote company products and services during office visits, as appropriate.
Anticipate and identify problems, proactively coordinate solutions, and troubleshoot issues with medical groups and relevant on-site departments.
Help medical and provider groups understand products and services available under the contract.
Assist with utilization processes and member transitions related to capitation switch-outs.
Coordinate patient services with physicians and medical groups.
Identify and develop institutional relationships that can 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.
As permitted by training and state licensure limitations, instruct patients in basic use of respiratory therapy equipment, durable medical equipment, oxygen equipment, and other equipment or services.
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 and applicable requirements.
Set up and deliver home healthcare products and services.
Perform other duties as required.