Patient Liaison

AdaptHealth, LLC•San Leandro, CA

12d•$19 - $26

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 the 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; supports hospital and facility orders and referral growth; and helps ensure referrals and equipment services are processed accurately, efficiently, and in accordance with reimbursement guidelines. Patient Liaisons coordinate with internal departments, maintain patient confidentiality and compliance, and follow applicable safety, infection-control, and hazardous-material procedures.

Requirements

High school diploma or equivalent is required.
One year of work related to health care, administration, insurance, customer service, or management, regardless of industry; the exact job experience considered must be 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 finger motions due to extensive computer use.
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 is preferred.

Responsibilities

Follow 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 working knowledge of home medical equipment, insurance guidelines, eligibility, and reimbursement.
Fulfill equipment orders, checking that 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, meeting timely-delivery goals for essential equipment.
Understand cost-effective delivery methods for ordered home medical equipment.
Train and educate patients and caregivers on equipment use and answer questions about services.
Inform new patients of their rights and responsibilities, contacts for questions, how to contact billing, and patient satisfaction surveys.
Initiate insurance verification, explain coverage and patient financial responsibility, and arrange payment.
Process credit and debit card payments using standard 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, note problems or order changes on delivery tickets, and update driving directions when necessary.
Return dirty equipment to the closet and tag broken equipment with the branch name and a brief problem description for return to the repair area.
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 health care professionals.
Increase facility referral volume by promoting business lines, 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 for DME/RT/IV/HH equipment and services.
Assist the sales team with planning and conducting orientations and in-services for referral sources about HME equipment and services.
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 for reimbursement purposes; suggest additional equipment and services when warranted or make appropriate recommendations.
Execute the entire referral process for applicable product lines.
Coordinate with other departments to minimize 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 comply with AdaptHealth’s Compliance Program.
Perform other related duties as assigned.

Benefits

Comprehensive medical, dental, and vision coverage, eligible from 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