Operations Account Liaison

3 weeks ago

Irvine, California, United States Apria Full time
Job Summary

As a key member of the Apria team, the Operations Account Liaison plays a vital role in supporting our healthcare customers. This position is responsible for maintaining positive relationships with assigned providers, clinics, and hospitals, ensuring customer satisfaction and providing excellent service during each interaction.

Key Responsibilities
  • Acts as a single point of contact for specific accounts, providing specialized support, including creating and working with new orders, confirming delivery appointments, and obtaining authorization of equipment based on payor guidelines.
  • Develops strategic relationships within assigned accounts to enhance patient care and increase business.
  • Coordinates patient orders with assigned providers, clinics, and/or hospitals, ensuring patient and customer satisfaction expectations are met or exceeded.
  • Ensures orders are processed and delivered in a timely manner as per agreed-upon time windows.
  • Assists assigned medical groups and/or provider groups regarding products and services available under their contract.
  • Works with sales teams, referrals, and/or patients to gather documentation/information needed to meet insurance guidelines.
  • Requests health plan authorizations/information as required, either electronically or verbally.
  • Performs timely follow-up on renewal authorizations, outstanding CMNs, and prescriptions.
  • Makes or receives calls to/from patients awaiting special order items.
  • Performs outbound customer satisfaction calls to patients and referrals.
Requirements
  • High School Diploma or equivalent.
  • At least two years of related work experience.
  • Excellent customer service and communication skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Intermediate to advanced computer skills.
Preferred Qualifications
  • At least one year of experience in inside sales, sales support, or customer escalations.
Work Environment

The Operations Account Liaison will work in a dynamic and fast-paced environment, interacting with customers, providers, and internal teams to ensure seamless delivery of products and services. The position requires excellent communication and problem-solving skills, as well as the ability to work independently and as part of a team.

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