Patient Liaison

AdaptHealth•Riverside, CA

About The Position

Patient Liaisons provide customer service and coordinate equipment and service deliveries in hospitals, along with marketing-related activities. They deliver medical equipment and supplies to patients, explain how to use and maintain equipment, initiate insurance-benefit verification, communicate patients’ financial responsibilities, and collect amounts due using company-provided electronic tools. The role represents AdaptHealth to patients, referral sources, and hospital personnel. It supports hospital and facility orders, referral growth, and efficient service while ensuring equipment, documentation, and patient education requirements are met. Patient Liaisons also coordinate with internal departments and follow company policies, privacy requirements, infection-control procedures, and compliance training. The position requires a high school diploma or equivalent, at least one year of relevant work experience, and a valid, unrestricted driver’s license in the state of residence. An associate degree is preferred. The work involves travel throughout the service area and may include patient-facing hospital work, equipment handling, extended periods of sitting and computer use, and exposure to potentially infectious or hazardous conditions.

Requirements

High school diploma or equivalent.
At least one year of work related to healthcare, administration, insurance, customer service, or management, regardless of industry; the specified 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 and perform repetitive wrist, hand, and finger motions due to 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 communicate effectively with customers and demonstrate 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; ensure equipment is clean and working properly, quantities and delivery instructions are correct, and required paperwork is available.
Deliver and pick up supplies and equipment courteously, accurately, and on time, meeting timely-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.
Explain patient rights and responsibilities, contact options for questions, and how to reach the billing department; inform patients about satisfaction surveys.
Initiate insurance verification, explain coverage and financial responsibility, arrange payment, and process credit and debit card payments using electronic tools.
Obtain patient or caregiver signatures on required paperwork, including delivery tickets, assignments of benefits, care plans, and waivers of liability.
Document delivery date and time, order problems or changes, and updated driving directions when needed.
Return dirty equipment to the closet and tag broken equipment with the branch name and a brief problem description for return to the repair area.
Troubleshoot and service equipment and make decisions about equipment switch-outs.
Conduct sales and service rounds at assigned hospitals and promote AdaptHealth products and services to healthcare professionals.
Increase facility referral volume by promoting business lines and cross-selling, including soliciting and facilitating referral orders.
Maintain a balanced focus on the most profitable business lines.
Advise referral-source staff about Medicare, Medicaid, and private insurance documentation and reimbursement guidelines related to 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 ensure referrals are complete, accurate, and processed on time.
Seek physician order signatures and original prescriptions while on-site.
Confirm that diagnoses and disease states support prescribed equipment and services for reimbursement purposes; suggest additional equipment and services or make appropriate recommendations when warranted.
Execute the complete referral process for applicable product lines.
Coordinate with other departments to reduce 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 required compliance training and educational programs and follow 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 and Health Savings Accounts.
CVS Minute Clinic and Teledoc access.
Spousal Advantage Reimbursement Plan.
Identity theft protection and legal plan.