Patient Liaison (HME)

AdaptHealth•Princeton, WV

About The Position

Patient Liaisons provide customer service, deliver and service home medical equipment in hospitals, and perform marketing-related activities. They deliver equipment and supplies to patients, teach patients and caregivers how to use and maintain equipment, initiate insurance-benefit verification, explain financial responsibility, and collect payments using company-provided electronic tools. The role also supports hospital referrals and promotes AdaptHealth products and services to healthcare professionals. The position requires maintaining knowledge of company policies, equipment, insurance and reimbursement guidelines, and referral procedures. Patient Liaisons coordinate with other departments to provide efficient service, maintain patient confidentiality, follow safety and infection-control procedures, and complete required compliance training. They may perform other related duties as assigned.

Requirements

High school diploma or equivalent required.
One year of work experience in healthcare, administration, insurance, customer service, or management, regardless of industry; the exact job experience considered must be DME, Diabetes, 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, attention to detail, and ability to prioritize and manage multiple projects.
Mental alertness and ability to handle confidential information appropriately.
Proficient computer skills, including knowledge of Microsoft Office.
Ability to bend, stoop, stretch, stand, and sit for extended periods, and perform repetitive wrist, hand, or finger motions due to computer use.
Ability to lift 30 pounds as needed and travel independently throughout the service area.
Physical and mental ability to provide clinical assessments.
Ability to communicate effectively and demonstrate empathy, compassion, courtesy, and respect for privacy.
Ability to perform the essential functions of the position in an environment that may involve fluctuating work levels, potentially infectious pathogens, hazardous materials, loud noise, temperature extremes, or upset customers, patients, or referral sources.
Driving roles require a company-conducted motor vehicle record check; all roles require a company-conducted background check.

Nice To Haves

Associate degree from an accredited college is preferred.

Responsibilities

Represent AdaptHealth professionally when interacting with patients, referral sources, and hospital personnel.
Maintain and increase revenue from hospital and facility orders by promoting products and services and supporting referral growth.
Develop and maintain knowledge of home medical equipment, insurance guidelines, eligibility, and reimbursement.
Fulfill equipment orders, confirming equipment is clean and functioning, quantities and delivery instructions are correct, and required paperwork is available.
Deliver and pick up supplies and equipment courteously, accurately, and on time; consider cost-effective delivery methods.
Train and educate patients and caregivers on equipment use and answer questions about services.
Explain patient rights and responsibilities, satisfaction surveys, billing contacts, insurance coverage, and financial responsibility; initiate insurance verification and arrange payment.
Process credit and debit card payments using 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, 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 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 referrals by promoting business lines and cross-selling, while maintaining a balanced focus on profitable business lines.
Serve as a resource for referral-source staff on 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 referral information and medical documentation for complete, accurate, and timely processing; seek physician order signatures and original prescriptions when 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 and coordinate with other departments to control delivery expenses and provide efficient service.
Follow procedures for personal protective equipment, infection control, and hazardous-material handling; maintain HIPAA confidentiality and comply with company policies and training requirements.

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.