Patient Liaison

AdaptHealth•South San Francisco, CA

About The Position

Patient Liaisons provide customer service, deliver and service medical equipment and supplies in hospitals, and perform marketing-related activities. They fulfill equipment orders, ensure equipment is clean and in proper working order, deliver or pick up equipment and supplies, and teach patients and caregivers how to use and maintain equipment. They also explain patient rights and responsibilities, insurance coverage, and financial responsibility; initiate insurance verification; and collect payments using electronic tools. The role supports referral and sales activity within assigned hospitals and facilities by promoting AdaptHealth’s products and services, assisting referral sources with documentation and reimbursement questions, and helping process referrals accurately and promptly. Patient Liaisons coordinate with other departments to support efficient service and delivery, maintain patient confidentiality and compliance, and follow procedures for PPE, infection control, and hazardous materials. The position requires travel throughout the service area and includes physical activity, equipment handling, computer use, and interaction with patients, caregivers, referral sources, and hospital personnel. AdaptHealth describes its offering as full-service home medical equipment and related services, with a commitment to employee support, development, and advancement, competitive compensation and incentives, comprehensive total rewards and benefits, industry-leading care and innovation, and responsible environmental stewardship.

Requirements

High school diploma or equivalent required.
One year of work 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; perform repetitive wrist, hand, or finger motions; and lift 30 pounds as needed.
Ability to travel independently throughout the service area.
Ability to provide clinical assessments and communicate effectively with customers with empathy, compassion, courtesy, and respect for privacy.
Ability to use a personal computer and other office equipment.
Ability to perform the essential functions of the position in a work environment that may include fluctuating activity levels, prolonged sitting and screen exposure, hazardous materials, loud noise, extreme temperatures, potentially infectious pathogens, and angry or irate customers, patients, or referral sources.

Nice To Haves

Associate degree from an accredited college is preferred.

Responsibilities

Represent AdaptHealth professionally in face-to-face interactions with patients, referral sources, and hospital personnel.
Maintain and increase revenue from hospital and facility orders.
Maintain working knowledge of home equipment, insurance guidelines, eligibility, and reimbursement.
Fulfill equipment orders and ensure equipment is clean, functional, complete, and accompanied by correct delivery instructions and paperwork.
Deliver and pick up supplies and equipment courteously, accurately, and on time, while considering cost-effective delivery methods.
Train and educate patients and caregivers on equipment use and answer questions about services.
Explain patients’ rights and responsibilities, contact options, billing contacts, and patient satisfaction surveys.
Initiate insurance verification, explain insurance 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 liability waivers.
Document delivery date and time, order changes or problems, and any updates to driving directions.
Return dirty equipment to the closet and tag broken equipment with the branch name and a description of the problem for repair.
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, cross-selling, and soliciting or 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 for complete, accurate, and timely referral processing.
Seek physician order signatures and original prescriptions while on-site.
Confirm that diagnoses and disease states support prescribed equipment and services from a reimbursement standpoint; suggest additional equipment or services 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 PPE, infection control, and hazardous materials handling; protect patient confidentiality and comply with HIPAA.
Complete assigned 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 (FSA) and Health Savings Accounts (HSA)
CVS Minute Clinic and Teladoc access
Spousal Advantage Reimbursement Plan
Identity theft protection and legal plan
Competitive compensation and incentives
Support, development, and advancement opportunities