Patient Liaison

AdaptHealth•Bronx, NY

23h

About The Position

AdaptHealth’s Patient Liaison supports customer service, hospital equipment and service deliveries, and marketing activities. The role may involve delivering medical equipment and supplies to patients, teaching patients and caregivers how to use and maintain equipment, initiating insurance-benefit verification, explaining patients’ financial responsibilities, and collecting payments with company-provided electronic tools. This regional float position supports multiple health systems and referral networks across Brooklyn, Queens, and Western Nassau County. Patient Liaisons represent AdaptHealth to patients, referral sources, and hospital personnel. They fulfill equipment orders, ensure equipment is clean and functioning, deliver and pick up supplies on time, complete required documentation, and provide patient education. The position also supports referral growth through sales and service rounds, promotion of AdaptHealth products and services, and assistance with orientations and in-services for referral sources. Liaisons coordinate with other departments to provide efficient service and manage delivery expenses while following company procedures, compliance requirements, infection-control practices, and HIPAA guidelines. The position requires a high school diploma or equivalent, one year of qualifying work experience, and a valid, unrestricted driver’s license in the state of residence. An associate degree is preferred. Compensation is $22.00–$24.00 per hour, based on experience, location, and role level.

Requirements

High school diploma or equivalent.
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 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.
Proficient computer skills and knowledge of Microsoft Office.
Ability to bend, stoop, stretch, stand, and sit for extended periods; perform repetitive wrist, hand, or finger motions; use a computer and office equipment; and lift 30 pounds as needed.
Physical and mental ability to provide clinical assessments and travel independently throughout the service area.
Ability to communicate effectively and empathetically with customers while demonstrating compassion, courtesy, and respect for privacy.

Nice To Haves

Associate degree from an accredited college.

Responsibilities

Represent AdaptHealth professionally in face-to-face interactions with patients, referral sources, and hospital personnel.
Maintain and increase revenue from hospital and facility orders.
Maintain working knowledge of home equipment, insurance guidelines, eligibility, and reimbursement.
Fulfill equipment orders; ensure equipment is clean, functioning, and in the correct quantities, and that delivery instructions and paperwork are accurate.
Deliver and pick up supplies and equipment courteously, accurately, and on time, using 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, and how to contact the appropriate departments.
Initiate insurance verification, explain coverage and financial responsibility, arrange payment, and 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 dates and times, problems or order 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 description of the issue.
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 referrals by promoting business lines and cross-selling through referral solicitation and facilitation.
Maintain focus on profitable business lines and 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.
Obtain required referral information and medical documentation for complete, accurate, and timely referral processing.
Seek physician order signatures and original prescriptions while on-site; verify that diagnoses support prescribed equipment and services for reimbursement purposes.
Recommend additional equipment or services when warranted and 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-material handling; protect patient confidentiality and comply with HIPAA and AdaptHealth’s Compliance Program.
Complete assigned compliance training and educational programs, 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 Teladoc access.
Spousal Advantage Reimbursement Plan.
Identity Theft Protection and Legal Plan.