Patient Liaison (HME)

AdaptHealth, LLC•Knoxville, TN

5h•$21 - $23

About The Position

Patient Liaisons provide customer service, deliver equipment and services in hospitals, and support marketing activities. They deliver medical equipment and supplies to patients, teach patients and caregivers how to use and maintain equipment, initiate insurance-benefit verification, explain patient financial responsibility, and collect payments using company-provided electronic tools. The role also supports hospital and facility referrals by promoting AdaptHealth products and services, increasing referral volume, obtaining accurate referral documentation, and coordinating with internal departments to provide timely, cost-effective service. Patient Liaisons maintain patient confidentiality and follow company policies, compliance requirements, and procedures for personal protective equipment, infection control, and hazardous materials.

Requirements

High school diploma or equivalent.
One year of work experience related to healthcare, administration, insurance, customer service, or management, regardless of industry.
The exact job experience considered must be in DME, Diabetes, or Incontinence Sales.
Valid and unrestricted driver’s license in the state of residence.
Excellent verbal and written communication, presentation, and customer service skills.
Product and service knowledge and motivation for sales.
Ability to work independently and as part of a team.
Strong analytical and problem-solving skills, with attention to detail.
Ability to prioritize and manage multiple projects.
Mental alertness and ability to handle confidential information appropriately.
Proficient computer skills and knowledge of Microsoft Office.
Ability to bend, stoop, stretch, stand, and sit for extended periods.
Ability to perform repetitive wrist, hand, and finger motions due to extensive computer use.
Ability to lift 30 pounds as needed.
Physical and mental ability to provide clinical assessments.
Ability to travel independently throughout the service area.
Ability to use a personal computer and other office equipment.
Ability to communicate effectively with customers with empathy, compassion, courtesy, and respect for privacy.

Nice To Haves

Associate degree from an accredited college.

Responsibilities

Follow current AdaptHealth policies and procedures applicable to the position.
Represent AdaptHealth professionally when interacting with patients, referral sources, and hospital personnel.
Maintain and increase revenue from hospital and facility orders.
Maintain working knowledge of home medical equipment, insurance guidelines, eligibility, and reimbursement.
Fulfill equipment orders and ensure equipment is clean, working properly, in the correct quantities, and accompanied by accurate delivery instructions and required paperwork.
Deliver and pick up supplies and equipment courteously, accurately, and on time, meeting delivery goals for essential equipment.
Consider cost-effective delivery methods for ordered home medical equipment.
Train and educate patients and caregivers on equipment use and answer questions about services.
Inform new patients of their rights and responsibilities, how to contact the appropriate parties, and how to reach the billing department; inform patients about satisfaction surveys.
Initiate insurance verification, explain coverage and financial responsibility, and arrange payment of patient responsibility.
Process credit- and debit-card payments using standard electronic tools.
Obtain patient or caregiver signatures on required paperwork, including delivery tickets, assignment of benefits, care plans, and waivers of liability.
Document delivery date and time, problems or order changes, and updated driving directions on delivery tickets as needed.
Return dirty equipment to the closet and tag broken equipment with the branch name and a brief problem description for the repair area.
Troubleshoot and service equipment and make decisions about equipment switch-outs.
Conduct sales and service rounds in assigned hospitals and promote AdaptHealth products and services to healthcare professionals.
Increase facility referral volume through promotion, cross-selling, and solicitation or facilitation of referral orders.
Maintain a balanced focus on profitable business lines.
Advise referral-source staff about Medicare, Medicaid, and private insurance documentation and reimbursement guidelines for DME/RT/IV/HH equipment and services.
Assist the sales team with planning and conducting orientations and in-services for referral sources.
Obtain required information and medical documentation to process referrals completely, accurately, and promptly; seek physician order signatures and original prescriptions while on-site.
Confirm that diagnoses and disease states support the prescribed equipment and services from a reimbursement standpoint, and suggest additional equipment or services or make recommendations when warranted.
Execute the referral process for applicable product lines.
Coordinate with other departments to minimize delivery expenses and provide efficient customer service.
Follow procedures for personal protective equipment, infection control, and hazardous-material handling.
Maintain patient confidentiality and comply with HIPAA guidelines.
Complete assigned compliance training and other required educational programs and comply with AdaptHealth’s Compliance Program.
Perform other related duties as assigned.

Benefits

Comprehensive medical, dental, and vision coverage, eligible the first of the month following hire.
401(k) with company match.
Paid time off plans, including six paid holidays.
Employee Stock Purchase Plan.
Paid parental bonding leave.
Short- and long-term disability insurance.
Life and AD&D insurance.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
CVS Minute Clinic and Teladoc access.
Spousal Advantage Reimbursement Plan.
Identity Theft Protection and Legal Plan.