Customer Relationship Liaison (CRL)

Job Summary This role maintains relationships and favors current accounts/patients, ensuring they have required equipment for their home healthcare needs. The position works as a single point of contact for one or more accounts, providing timely responses to customer needs and coordinating product and service delivery. 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 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 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 remain qualified for 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 Regularly required to use hands to write, use computer, operate a motor vehicle, use a hand‑held device, telephone and use a document imaging system and manipulate documents. Regularly required to read documents and write neatly, maintain legibility and transcribe accurate information and numbers/values. Employee continually engages in activities that require talking and hearing. This position requires frequent variations including sitting, walking, standing, kneeling, reaching or stooping. The employee must be able to safely operate and possess and maintain a valid driver’s license specific to the vehicle operated under this job. Specific vision abilities required include close vision, distant vision, night (low to limited light) vision and the ability to adjust focus to work on a computer and read documents. The position requires occasional lifting and/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 high depending on location or activities proximate to which. There is moderate exposure to dust, fume, mists and odors. Temperature ranges from normal indoor climate‑controlled environment in buildings or vehicles and various outdoor conditions and temperature extremes encountered throughout the year in a variety of US states. General lighting is generally provided via fluorescent lighting indoors, and natural lighting outdoors, and low light conditions consistent with outdoor and/or night working environment. May require vaccinations and participate in medical assessments and testing consistent with the work environment or patients exposed to. Will be required to wear various personal protective equipment consistent with the hazards encountered in this role. 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. Note: Accendra is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at our Company via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of our Company. No fee will be paid in the event the candidate is hired by our Company as a result of the referral or through other means. #J-18808-Ljbffr Accendra Health