Patient Liaison

AdaptHealth•Walnut Creek, CA

About The Position

Patient Liaisons provide customer service, deliver and service medical equipment and supplies in hospitals, educate patients and caregivers on equipment use, and support marketing and sales activities. They help ensure patients receive appropriate equipment and services while supporting referrals, insurance verification, reimbursement documentation, and payment arrangements. The role represents AdaptHealth professionally to patients, referral sources, and hospital personnel and may involve travel throughout the service area. The position requires knowledge of home medical equipment, insurance guidelines, eligibility, and reimbursement. Patient Liaisons fulfill orders, verify equipment condition and paperwork, deliver or collect equipment, troubleshoot equipment issues, obtain required signatures and documentation, and coordinate with other departments to provide efficient service. They also promote AdaptHealth products and services, support referral sources, and assist with orientations and in-services. The work may involve extended sitting and computer use, physical activity such as bending, standing, and lifting up to 30 pounds, travel throughout the service area, and potential exposure to hazardous materials, infectious pathogens, temperature extremes, loud noise, and difficult customer interactions. AdaptHealth offers medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, an employee stock purchase plan, parental bonding leave, insurance coverage, spending and savings accounts, and additional support programs.

Requirements

High school diploma or equivalent required.
At least one year of work experience 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 skills.
Excellent 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 and demonstrate empathy, compassion, courtesy, and respect for privacy.
Company-conducted background check required.
Company-conducted motor vehicle record check required for driving roles.

Nice To Haves

Associate degree from an accredited college preferred.

Responsibilities

Follow current 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.
Develop and maintain knowledge of home equipment, insurance guidelines, eligibility, and reimbursement.
Fulfill equipment orders, ensuring equipment is clean and in working order, 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, whom to contact with questions, and how to contact the billing department.
Inform patients about satisfaction surveys.
Initiate insurance verification and inform patients of their financial responsibility.
Discuss insurance coverage and arrange payment of patient financial responsibility.
Process credit and debit card payments using standard electronic tools.
Obtain patient or caregiver signatures on required paperwork, including delivery tickets, assignments of benefits, care plans, and waivers of liability.
Document delivery date and time, problems or order changes, and updated 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 in 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 the most profitable business lines.
Advise referral-source staff on 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, 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 from a reimbursement standpoint.
Recommend additional equipment or services when warranted by diagnoses, 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 using 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.
Maintain compliance with AdaptHealth’s 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 (FSA) and Health Savings Accounts (HSA).
CVS Minute Clinic and Teladoc access.
Spousal Advantage Reimbursement Plan.
Identity Theft Protection and Legal Plan.