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Customer Relationship Liaison

2 months ago

Tulsa, Oklahoma, United States Apria Full time
Job Summary

This role is responsible for maintaining relationships and favorable contacts with current accounts/patients and ensuring patients have the required equipment to support their home healthcare needs.

Key Responsibilities
  • Acts as a single point of contact for a specific account or accounts.
  • Responds to customer needs, concerns, and complaints in a timely manner.
  • Consults with clients and referral sources on products and necessary equipment.
  • Obtains all documentation to be scanned and batched at the Branch.
  • Manages all follow-up functions with the account, post set-up.
  • Oversees all transactions coming from a specific account(s), including all referral sources.
  • Obtains all required documentation for orders to be entered into the system, service scheduling, and billing/payment.
  • Contacts patients to confirm orders and communicates any financial obligations before referral for delivery/service scheduling.
  • Assesses patients' needs and promotes company products/services at office visits, as appropriate.
  • Proactively resolves issues by anticipating and identifying problems then coordinating the appropriate solution(s).
  • Troubleshoots any issues that may arise with the medical groups and any relevant on-site departments.
  • Assists medical groups and/or other provider groups to understand the products and services available under the contract.
  • Assists in the utilization process as well as transitioning members related to capitation switch outs.
  • Coordinates patient services with physicians and medical groups.
  • Identifies and develops strategic relationships within the institution that will enhance patient care.
  • Participates in the institution's quality assurance/performance improvement initiatives as requested.
  • Performs timely follow-up on initial/renewal authorizations to maintain reimbursement of products/services.
  • Performs follow-up on outstanding CMNs, Renewal CMNs, and prescriptions.
  • May instruct patients on basic use of respiratory therapy equipment, durable medical equipment, oxygen equipment, and other equipment/services in accordance with training received and approved by state licensure limitations.
  • Responds to emergency calls and related needs as needed during regular business hours and on an On-Call basis.
  • Effectively works and coordinates timely discharges with Customer Care Center and/or Branch Customer Service Team.
  • Operates a Personally Owned Vehicle (POV) in accordance with the essential job functions.
  • Sets-up and delivers home healthcare products and services.
  • Performs other duties as required.
Requirements
  • High School diploma required.
  • At least 2 years of related experience.
  • Must be at least 21 years of age or older at the time of hire.
  • Minimum of three years driving history required.
  • Demonstrated ability to build and maintain solid working relationships with internal and external customers.
  • Learn and comply with all POV requirements applicable for the safe and complaint use of POVs.
  • Participate in and successfully complete ongoing training and development to become and remain qualified to perform the essential job functions.
  • Geographically located within the assigned territory.
  • Must Poses a Valid Drivers License.