Customer Relationship Liaison- POV

Job Summary This role maintains relationships and favorable contacts with current accounts/patients and ensures patients have the required equipment to support their home‑healthcare needs. The anticipated hourly range for this position is $22‑25/hour. Actual compensation offered may vary based on experience, skills, education, and location. 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. 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 The employee routinely uses hands to write, use computer, operate a motor vehicle, use a hand‑held device, telephone and manipulate documents. Tasks include reading documents, writing neatly, transcribing accurate information, and occasional lifting/preparing items up to 40 lbs. Requires frequent sitting, walking, standing, kneeling, reaching, stooping, and safe vehicle operation. WORK ENVIRONMENT Work is performed in a low‑ to moderate‑noise environment with occasional exposure to dust, fumes, mists, and odors. Temperature varies from controlled indoor settings to diverse outdoor conditions. Employee must maintain a valid driver’s license and may need to wear personal protective equipment and receive vaccinations as required by the job. 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 EEO STATEMENT 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 Apria Healthcare LLC