CUST RELATIONSHIP LIAISON (DR)

Apria Healthcare•Memphis, TN

10d•$22 - $24

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 primary contact for assigned accounts, coordinates patient services with physicians and medical groups, and helps providers understand products and services available under contract. The liaison manages referrals, documentation, authorizations, follow-up, order processing, billing-related requirements, service scheduling, and discharge coordination. The role also sets up and delivers home healthcare products and services, may provide basic equipment-use instruction within applicable training and state licensure limitations, and responds to emergency calls during business hours and on-call as needed. The anticipated hourly pay range is $22.18–$23.71; actual compensation may vary based on job-related factors such as experience, skills, education, and location.

Requirements

High school diploma.
At least 2 years of related experience.
At least 21 years of age 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 applicable Department of Transportation, Transportation Safety Management, and personally owned vehicle requirements.
Participation in and successful completion of ongoing training and development to remain qualified for the essential job functions.
Geographic location within the assigned territory.
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 skills.
Basic mathematical proficiency, including the 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 a 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.
Obtain documentation for scanning, batching, order entry, service scheduling, and billing or payment.
Manage post-setup follow-up with accounts and oversee transactions from assigned accounts and referral sources.
Contact patients to confirm orders and communicate 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 solutions to resolve issues proactively.
Troubleshoot issues with medical groups and relevant on-site departments.
Help medical 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.
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.
Follow up on outstanding CMNs, renewal CMNs, and prescriptions.
Provide basic instruction to patients on use of respiratory therapy, durable medical, oxygen, and other equipment or services, consistent with 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 or Branch Customer Service Team.
Safely operate a personally owned or company vehicle (non-CDL) in accordance with job requirements.
Set up and deliver home healthcare products and services.
Perform other duties as required.