Customer Relationship Liaison

2 weeks ago


Oklahoma City, Oklahoma, United States TransForce Full time
Job Summary

This role is responsible for maintaining relationships with current accounts and patients, ensuring they have the necessary equipment to support their home healthcare needs.

Key Responsibilities
  • 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.
  • Obtain all documentation to be scanned and batched at the branch.
  • 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.
  • Contact patients to confirm orders and communicate any financial obligations before referral for delivery/service scheduling.
  • Assess patient's needs and promote company products/services at office visits, as appropriate.
  • Proactively resolve issues by anticipating and identifying problems then coordinating the appropriate solution(s).
  • Troubleshoot any issues that may arise with the medical groups and any relevant on-site departments.
  • Assist medical groups and/or other provider groups to understand the products and services available under the contract.
  • Assist in the utilization process as well as transitioning members related to capitation switch outs.
  • Coordinate patient services with physicians and medical groups.
  • Identify and develop strategic relationships within the institution that will enhance patient care.
  • 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.
  • Perform 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.
  • Respond to emergency calls and related needs as needed during regular business hours and on an on-call basis.
  • Effectively work and coordinate timely discharges with Customer Care Center and/or Branch Customer Service Team.
  • Operate a personally owned vehicle (POV) and/or company vehicle (non-CDL) in accordance with the essential job functions.
  • Set-up and deliver home healthcare products and services.
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.
  • Demonstrated ability to build and maintain solid working relationships with internal and external customers.
  • Learn and comply with all Department of Transportation, Transportation Safety Management (TSM), and POV requirements applicable for the safe and compliant use of Apria vehicles and 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.
Skills and Abilities
  • Business acumen.
  • Problem-solving/analysis.
  • Communication proficiency.
  • Personal effectiveness/credibility.
Work Environment

This role requires occasional lifting and/or moving items up to 25 pounds frequently and occasionally up to 40lbs. The employee is required to inspect and safely operate a motor vehicle during the day and night and in a wide range of weather and traffic conditions. The noise level in the work environment is usually low to moderate.



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