Patient Liaison

AdaptHealth, LLC•South San Francisco, CA

About The Position

Patient Liaisons provide customer service and support equipment and service deliveries in hospitals, along with marketing-related 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 AdaptHealth-provided electronic tools. The role also supports hospital and facility referrals by promoting AdaptHealth products and services, assisting referral sources with documentation and reimbursement guidelines, and coordinating the referral process across applicable product lines. Patient Liaisons are expected to follow company policies, protect patient confidentiality, complete required training, and provide professional, timely service.

Requirements

High school diploma or equivalent.
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.
Proficiency with computers and Microsoft Office.
Ability to bend, stoop, stretch, stand, and sit for extended periods; perform repetitive wrist, hand, or finger motions; use a personal computer and other office equipment; and lift 30 pounds as needed.
Ability to travel independently throughout the service area.
Ability to provide clinical assessments and communicate effectively with empathy, compassion, courtesy, and respect for privacy.
Ability to work in conditions that may include fluctuating activity levels, prolonged sitting and computer-screen exposure, hazardous materials, loud noise, extreme temperatures, potentially infectious pathogens, and interactions with angry or irate customers, patients, or referral sources.
Company-conducted background check; driving roles also require a company-conducted motor vehicle record check.
For applicable clinical roles, valid licensure or certification is required.

Nice To Haves

Associate degree from an accredited college.

Responsibilities

Follow AdaptHealth policies, procedures, compliance requirements, and assigned training.
Represent AdaptHealth professionally when interacting with patients, referral sources, and hospital personnel.
Maintain and increase revenue from hospital and facility orders through sales and service activities.
Maintain knowledge of home medical equipment, insurance guidelines, eligibility, and reimbursement.
Prepare and fulfill equipment orders, ensuring equipment is clean and functional, quantities and delivery instructions are accurate, and required paperwork is available.
Deliver and pick up equipment and supplies courteously, accurately, and on time.
Use cost-effective delivery methods and coordinate with other departments to minimize delivery expenses and provide efficient service.
Train and educate patients and caregivers on equipment use and answer questions about services.
Explain patient rights and responsibilities, contact options, billing contacts, and patient satisfaction surveys.
Initiate insurance verification, explain insurance coverage and financial responsibility, and arrange payment.
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 dates and times, order problems or changes, and updated driving directions when necessary.
Return dirty equipment to the appropriate area and tag broken equipment for repair with the branch name and a description of the problem.
Troubleshoot and service equipment and make decisions regarding equipment switch-outs.
Conduct sales and service rounds at assigned hospitals and promote AdaptHealth products and services to healthcare professionals.
Increase facility referral volume through product promotion, cross-selling, and soliciting or facilitating referral orders.
Maintain a balanced focus on 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 for reimbursement purposes, and recommend additional or alternative services when appropriate.
Execute the referral process for applicable product lines.
Follow procedures for personal protective equipment, infection control, and hazardous materials handling.
Maintain patient confidentiality and comply with HIPAA.
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 Teledoc access.
Spousal Advantage Reimbursement Plan.
Identity Theft Protection and Legal Plan.