Patient Liaison (HME)

AdaptHealth, LLC•Jacksonville, AR

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 the equipment, initiate insurance benefit verification, communicate patients’ financial responsibilities, and collect amounts due using company-provided electronic tools. The role also supports hospital and facility orders, referral growth, and relationships with patients, caregivers, referral sources, and hospital personnel. Patient Liaisons fulfill and document orders, educate patients and caregivers, help ensure referral paperwork and medical documentation are complete, troubleshoot equipment, and coordinate with other departments to provide efficient service. They must follow AdaptHealth policies, privacy and compliance requirements, and procedures for PPE, infection control, and hazardous materials.

Requirements

High school diploma or equivalent.
One year of work related to healthcare, administration, insurance, customer service, or management, regardless of industry.
The 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 skills.
Excellent presentation and customer service skills.
Product and service knowledge.
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/or finger motions due to extensive computer use.
Ability to use a personal computer and other office equipment.
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 verbally and in writing, demonstrating empathy, compassion, courtesy, and respect for privacy.
Mental alertness to perform the essential functions of the position.

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 knowledge of home equipment, insurance guidelines, eligibility, and reimbursement.
Fulfill equipment orders and confirm equipment is clean, working properly, supplied in the correct quantities, and accompanied by correct delivery instructions and required paperwork.
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 home medical equipment orders.
Train and educate patients and caregivers on equipment use and answer questions about services.
Explain patient rights and responsibilities, how to contact the appropriate parties and billing department, and patient satisfaction surveys.
Initiate insurance verification and inform patients of their financial responsibility.
Discuss insurance coverage and arrange payment of patient financial responsibility.
Process credit and debit card payments using standard 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 any necessary updates to driving directions.
Return dirty equipment to the closet and tag broken equipment with the branch name and a brief problem description for repair.
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 by promoting business lines, cross-selling, and facilitating referral orders.
Maintain a balanced focus on profitable business lines.
Advise referral source staff on Medicare, Medicaid, and private insurance documentation and reimbursement guidelines for DME, RT, IV, and 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.
Check that diagnoses and disease states support prescribed equipment and services for reimbursement purposes, and recommend additional equipment or services when warranted.
Execute the referral process for applicable product lines.
Coordinate with other departments to reduce delivery expenses and provide efficient customer service.
Follow procedures for PPE, infection control, and hazardous materials handling.
Protect patient confidentiality and comply with HIPAA guidelines.
Complete assigned compliance training and other required educational programs.
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 Teledoc access.
Spousal Advantage Reimbursement Plan.
Identity Theft Protection and Legal Plan.