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Client Relations Specialist

2 months ago

Monroeville, Pennsylvania, United States Owens & Minor, Inc. Full time

Company Overview

At Owens & Minor, we play a vital role in the healthcare ecosystem. As a leading Fortune 500 organization with numerous facilities nationwide and a diverse workforce across the globe, we deliver comprehensive technologies, products, and services throughout the entire spectrum of care. Our customers—and their patients—are central to our mission.

Our Commitment

Our objective is to empower our clients to enhance healthcare delivery, and our achievements begin with our dedicated employees.

Employee Benefits

  • Comprehensive medical, dental, and vision coverage available from the first day of employment
  • 401(k) plan with eligibility commencing after 30 days
  • Employee stock purchase options
  • Tuition assistance programs
  • Opportunities for professional development within a global organization

Position Overview

This position is responsible for nurturing relationships and maintaining positive interactions with existing accounts and patients, ensuring they have the necessary equipment to meet their home healthcare requirements.

Key Responsibilities

  • Serve as the primary contact for designated accounts.
  • Address customer inquiries, concerns, and complaints promptly.
  • Consult with clients and referral sources regarding products and essential equipment.
  • Collect and organize all necessary documentation for processing.
  • Manage follow-up activities with accounts after initial setup.
  • Oversee all transactions related to specific accounts, including referrals.
  • Ensure all required documentation for orders is gathered for system entry, service scheduling, and billing.
  • Contact patients to confirm orders and discuss any financial responsibilities prior to service delivery.
  • Evaluate patient needs and promote relevant company products/services during visits.
  • Proactively identify and resolve issues by coordinating effective solutions.
  • Troubleshoot challenges that may arise with medical groups and relevant departments.
  • Assist medical groups and other providers in understanding available products and services.
  • Support the transition process for members related to capitation changes.
  • Coordinate patient services in collaboration with physicians and medical groups.
  • Identify and cultivate strategic relationships within institutions to enhance patient care.
  • Participate in quality assurance and performance improvement initiatives as needed.
  • Conduct timely follow-ups on authorizations to ensure reimbursement for products/services.
  • Follow up on outstanding medical necessity documents and prescriptions.
  • May provide instruction to patients on the basic use of medical equipment as per training and state regulations.
  • Respond to urgent calls and related needs during business hours and on-call.
  • Collaborate effectively with the Customer Care Center and/or Branch Customer Service Team for timely discharges.
  • Operate a personal vehicle in accordance with job requirements.
  • Set up and deliver home healthcare products and services.
  • Perform additional duties as assigned.

Qualifications

Education and Experience

  • High School diploma is required.
  • Minimum of 2 years of relevant experience.
  • Must be at least 21 years of age at the time of hire.

Skills and Competencies

  • Proven ability to establish and maintain strong working relationships with customers.
  • Ability to learn and adhere to all vehicle operation requirements.
  • Commitment to ongoing training and development to maintain qualifications for essential job functions.
  • Must reside within the assigned territory.

Certificates and Licenses

  • Valid Driver's License is required.

Skills, Knowledge, and Abilities

  • Business Acumen
  • Problem Solving and Analytical Skills
  • Effective Communication Skills
  • Personal Effectiveness and Credibility

Technical Skills

  • Proficiency in basic software applications including Access, Excel, PowerPoint, MS Project, Visio, and Word.

Language Proficiency

  • English (reading, writing, verbal)

Mathematical Skills

  • Basic mathematical proficiency with the ability to interpret and develop spreadsheet data.

Physical Requirements

The role involves using hands for various tasks, reaching, stooping, and communicating effectively. The employee must be able to travel as required and may need to lift items up to 40 pounds.

Work Environment

The work environment is generally low to moderate in noise, with occasional exposure to varying conditions. The employee may be required to operate a vehicle in diverse weather and traffic scenarios.

Additional Information

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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