Customer Relationship Liaison- POV

Job Summary The anticipated hourly range for this position is $22-25/hour. Compensation may vary based on experience, skills, education, and location. This role maintains relationships and favorable contacts with current accounts/patients and provides the ability to ensure patients have the required equipment to support their home healthcare needs. Essential Duties and 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 patient’s 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. Minimum Required Qualifications Education and/or Experience 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 POV requirements applicable for the safe and compliant 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. Certificates, Licenses, Registrations or Professional Designations Must possess a valid Driver’s License. Skills, Knowledge and Abilities Business Acumen. Problem Solving/Analysis. Communication Proficiency. Personal Effectiveness/Credibility. Computer Skills Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word. Language Skills English (reading, writing, verbal). Mathematical Skills Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data. Physical Demands While performing the duties of this job, the employee uses hands, fingers, arms, and may stoop, kneel, or crouch. Tasks include handling objects, operating a motor vehicle, using a hand‑held device, telephone, and document imaging system. The position requires frequent variations including sitting, walking, standing, kneeling, reaching or stooping. The employee must be able to safely operate and maintain a valid driver’s license specific to vehicle operated in this job. The position requires occasional lifting or moving items up to 25 pounds frequently and occasionally up to 40 pounds. Work Environment 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. Noise level varies from low to moderate and may range from low to high based on location or activities proximate. The employee may be exposed to dust, fumes, mists, odors, and temperature extremes. General lighting is typically fluorescent indoors and natural outdoors. The employee may be required to receive vaccinations and participate in medical assessments consistent with the work environment or patient exposure. Personal protective equipment may be required. Teammate Benefits Medical, dental, and vision care coverage. Paid time off plan. 401(k) Plan. Flexible Spending Accounts. Basic life insurance. Short‑and long‑term disability coverage. Accident insurance. Teammate Assistance Program. Paid parental leave. Domestic partner benefits. Mental, physical, and financial well‑being programs. Accendra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law. #J-18808-Ljbffr Accendra Health