Patient Liaison (HME)

AdaptHealth, LLC•Princeton, WV

About The Position

Patient Liaisons provide customer service, deliver and service home medical equipment in hospitals, and perform marketing and sales-related activities. They deliver equipment and supplies to patients, teach patients and caregivers how to use and maintain equipment, initiate insurance verification, explain patient financial responsibility, and collect payments using company-provided electronic tools. The role also develops and maintains relationships with hospital personnel and referral sources, supports referral growth, and helps ensure referrals are complete, accurate, and processed promptly. Patient Liaisons coordinate with other departments to provide efficient service, maintain compliance with company policies and healthcare requirements, and protect patient confidentiality.

Requirements

High school diploma or equivalent.
One year of work experience related to healthcare, administration, insurance, customer service, or management, regardless of industry; the exact job experience considered must be in DME, Diabetes, or 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 and perform repetitive wrist, hand, or finger motions.
Ability to 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.
Ability to use a personal computer and other office equipment.

Nice To Haves

Associate degree from an accredited college.

Responsibilities

Follow current AdaptHealth policies and procedures and represent the company professionally to patients, referral sources, and hospital personnel.
Maintain and increase revenue from hospital and facility orders through promotion of products and services and cross-selling among business lines.
Maintain working knowledge of home medical equipment, insurance guidelines, patient eligibility, and reimbursement.
Fulfill equipment orders, ensuring equipment is clean and working, quantities and delivery instructions are correct, and required paperwork is available.
Deliver and pick up supplies and equipment accurately, courteously, and on time, while considering cost-effective delivery methods.
Train and educate patients and caregivers on equipment use and answer questions about services.
Inform patients about their rights and responsibilities, contact options, billing, and satisfaction surveys.
Initiate insurance verification, explain insurance 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 documents, including delivery tickets, assignment of benefits, care plans, and waivers of liability.
Document delivery date and time, order issues or changes, and updated driving directions when needed.
Return dirty equipment to the designated 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.
Conduct sales and service rounds in assigned hospitals and promote AdaptHealth products and services to healthcare professionals.
Increase facility referral volume by promoting business lines and soliciting or facilitating referral orders.
Maintain a balanced focus on the most profitable business lines.
Advise referral-source staff on 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 information and medical documentation for complete, accurate, and 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; recommend additional or appropriate equipment and 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.
Protect patient confidentiality and comply with HIPAA and AdaptHealth’s Compliance Program.
Complete assigned compliance training and other educational programs.
Perform other related duties as assigned.

Benefits

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.