Patient Liaison (HME)

AdaptHealth•Jacksonville, FL

About The Position

Patient Liaisons provide customer service, deliver and service home medical equipment in hospitals, and support marketing and referral activities. The role includes delivering equipment and supplies to patients, teaching patients and caregivers how to use and maintain equipment, initiating insurance benefit verification, explaining patient financial responsibility, and collecting payments using electronic tools. Patient Liaisons also coordinate referrals, support referral sources with coverage and reimbursement information, and promote AdaptHealth products and services to healthcare professionals. The position requires adherence to company policies, compliance requirements, patient confidentiality standards, infection-control procedures, and applicable safety practices.

Requirements

High school diploma or equivalent 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, Incontinence Sales.
Valid, 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.
Proficient computer skills and 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.
Background check required; motor vehicle record check required for driving roles.

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 conducting sales and service rounds and promoting products and services.
Maintain working knowledge of home equipment, insurance guidelines, eligibility, and reimbursement.
Fulfill equipment orders, ensuring equipment is clean, functional, supplied in correct quantities, and accompanied by correct delivery instructions and paperwork.
Deliver and pick up supplies and equipment accurately, courteously, and on time.
Train and educate patients and caregivers on equipment use and answer service-related questions.
Inform new patients of their rights and responsibilities, relevant contacts, billing contact information, and patient satisfaction surveys.
Initiate insurance verification, discuss coverage and financial responsibility with patients, 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 liability waivers.
Document delivery date and time, order problems or changes, and updated driving directions as needed.
Return dirty equipment to the closet and tag broken equipment for repair with the branch name and a description of the problem.
Troubleshoot and service equipment and make decisions about equipment switch-outs.
Promote referral volume through business-line promotion and cross-selling, and maintain 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 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 diagnoses and disease states support prescribed equipment and services from a reimbursement standpoint; recommend additional equipment or services where warranted.
Execute the referral process for applicable product lines and coordinate with other departments to reduce delivery expenses and provide efficient service.
Follow procedures for personal protective equipment, infection control, and hazardous-material handling; maintain patient confidentiality and comply with HIPAA.
Complete required compliance training and educational programs, maintain compliance with the company Compliance Program, and 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