Patient Liaison

AdaptHealth, LLC•Riverside, CA

1d•$19 - $26

About The Position

Patient Liaisons provide customer service, coordinate equipment and service deliveries in hospitals, and support marketing and sales activities. They deliver medical equipment and supplies, teach patients and caregivers how to use and maintain equipment, initiate insurance-benefit verification, explain patients’ financial responsibilities, and collect payments using company-provided electronic tools. The role represents AdaptHealth to patients, referral sources, and hospital personnel; fulfills and documents equipment orders; supports referral processing and reimbursement documentation; and promotes AdaptHealth products and services to healthcare professionals. Patient Liaisons coordinate with other departments to provide efficient service, protect patient confidentiality, follow safety and compliance procedures, and complete required training. The position may involve travel throughout the service area and exposure to a fluctuating, sometimes stressful work environment.

Requirements

High school diploma or equivalent is required.
One year of work related to 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, 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; 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.
Background check required for all roles; motor vehicle record check required for driving roles.
Clinical roles require valid licensure or certification where applicable.
For positions located in Florida, applicable background screening through the Florida Care Provider Background Screening Clearinghouse is required.
For California positions requiring on-site presence at an HMDR facility, a California CDPH Exemptee License is required; applicants must include proof of required training with their license application or disclose their intent to obtain it.

Nice To Haves

Associate degree from an accredited college is preferred.

Responsibilities

Follow the AdaptHealth policies and procedures applicable to the position.
Represent AdaptHealth professionally in interactions with patients, referral sources, and hospital personnel.
Maintain and increase revenue from hospital and facility orders through sales, service, promotion, and referral development.
Maintain working knowledge of home medical equipment, insurance guidelines, eligibility, and reimbursement.
Fulfill equipment orders and confirm equipment is clean, working properly, supplied in correct quantities, and accompanied by correct delivery instructions and paperwork.
Deliver and pick up supplies and equipment accurately, courteously, and on time; identify cost-effective delivery methods.
Train and educate patients and caregivers on equipment use and answer questions about services.
Inform new patients of their rights and responsibilities, how to contact the appropriate departments, and patient satisfaction surveys.
Initiate insurance verification, explain coverage and financial responsibility, arrange payment, and process credit or debit card payments using standard electronic tools.
Obtain patient or caregiver signatures on required documents, 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 for repair with the branch name and a brief problem description.
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 referrals by promoting business lines and cross-selling through referral solicitation and facilitation.
Maintain a balanced focus on profitable business lines.
Advise referral-source staff about Medicare, Medicaid, and private insurance documentation and reimbursement guidelines for DME, RT, IV, and HH equipment and services.
Assist the sales team in planning and conducting orientations and in-services for referral sources.
Obtain required information and medical documentation for complete, accurate, 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; 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 personal protective equipment, infection control, and hazardous-material handling.
Maintain patient confidentiality and comply with HIPAA guidelines.
Complete assigned compliance training and other required educational programs, and adhere to the AdaptHealth 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 Teladoc access.
Spousal Advantage Reimbursement Plan.
Identity theft protection and legal plan.