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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, we deliver comprehensive technologies, products, and services that span the entire spectrum of care. Our customers—and their patients—are central to our mission.

Our Commitment

Our goal 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 from the first day of employment
  • 401(k) plan with eligibility 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.
  • Advise clients and referral sources regarding products and essential equipment.
  • Collect and prepare documentation for processing at the branch.
  • Manage follow-up activities with accounts after initial setup.
  • Oversee all transactions related to assigned accounts, including referrals.
  • Gather necessary documentation for order entry, service scheduling, and billing.
  • Communicate with patients to confirm orders and clarify any financial responsibilities prior to delivery/service scheduling.
  • Evaluate patient needs and promote company products/services during office visits as appropriate.
  • 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 utilization process and facilitate transitions related to capitation adjustments.
  • Coordinate patient services with healthcare providers.
  • Identify and cultivate strategic relationships within the institution to enhance patient care.
  • Participate in quality assurance and performance improvement initiatives as needed.
  • Conduct timely follow-ups on initial and renewal authorizations to ensure reimbursement.
  • Follow up on outstanding Certificates of Medical Necessity (CMNs), renewal CMNs, and prescriptions.
  • May provide basic instruction to patients on the use of respiratory therapy and durable medical equipment, adhering to state licensure regulations.
  • Respond to emergency calls and related needs during business hours and on an on-call basis.
  • Collaborate effectively with the Customer Care Center and/or Branch Customer Service Team for timely discharges.
  • Operate a Personally Owned Vehicle (POV) 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 POV requirements for safe operation.
  • 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
  • Proficient Communication Skills
  • Personal Effectiveness and Credibility

Technical Skills

  • Basic proficiency in Access, Excel, PowerPoint, MS Project, Visio, and Word.

Language Proficiency

  • English (reading, writing, verbal)

Mathematical Skills

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

Physical Requirements

While performing the duties of this role, the employee will engage in various physical activities, including using hands for tasks, reaching, and communicating effectively. The position may require travel by vehicle and/or air.

Work Environment

The employee may encounter a range of environmental conditions, including varying noise levels and exposure to dust and other particles. The work environment typically includes both indoor and outdoor settings, requiring adaptability to different weather conditions.

Note

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

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