Customer Service Liaison

4 weeks ago

Portsmouth, New Hampshire, United States Apria Full time
Job Summary

We are seeking a skilled Customer Service Liaison to join our team at Owens & Minor. As a key member of our customer service team, you will be responsible for maintaining relationships with current accounts and patients, ensuring they have the necessary equipment to support their home healthcare needs.

Key Responsibilities:

  • Maintain relationships and favorable contacts with current accounts/patients
  • Act as a single point of contact for a specific account or accounts
  • Respond to customer needs, concerns, and complaints in a timely manner
  • Consult with clients and referral sources on products and necessary equipment
  • Manage all follow-up functions with the account, post set-up
  • Oversee all transactions coming from a specific account(s), including all referral sources
  • Obtain all required documentation for orders to be entered into the system, service scheduling, and billing/payment
  • Communicate with patients to confirm orders and financial obligations before referral for delivery/service scheduling
  • Assess patient needs and promote company products/services at office visits, as appropriate
  • Troubleshoot any issues that may arise with the medical groups and relevant on-site departments
  • Assist medical groups and/or other provider groups to understand the products and services available under the contract
  • Coordinate patient services with physicians and medical groups
  • Participate in the institution's quality assurance/performance improvement initiatives as requested
  • Perform timely follow-up on initial/renewal authorizations to maintain reimbursement of products/services

Requirements:

  • Basic skills in Access, Excel, PowerPoint, MS Project, Visio, and Word
  • English language proficiency (reading, writing, verbal)
  • Basic level mathematical proficiency, with a strong ability to understand, interpret, and develop spreadsheet data

Working Conditions:

  • Regularly required to use hands to write, use computer, operate a motor vehicle, use a hand-held device, telephone, and use a document imaging system and manipulate documents
  • Specific vision abilities required to perform this job safely include close vision, distant vision, night (low to limited light) vision, and the ability to adjust focus to work on a computer and read documents

About Owens & Minor:

Owens & Minor is a global healthcare company providing innovative products and solutions across the continuum of care. Our integrated technology, products, and services empower healthcare providers and manufacturers as they make a difference in the lives of patients every day.

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