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AdaptHealth · 2 hours ago

Patient Liaison

Kahului, HI

Full-time

Onsite

Entry Level

$18.67/hr - $29.87/hr

1+ years exp

AdaptHealth is a healthcare company focused on delivering medical equipment and services. The Patient Liaison is responsible for customer service, equipment delivery, and ensuring patient satisfaction while managing insurance verification and financial responsibilities.

Health CareHospitalMedical Device

Responsibilities

Be knowledgeable of and responsible for the current AdaptHealth policies and procedures that apply to this position

Represent AdaptHealth in a professional manner in face-to-face contact with patients, referral sources, and hospital personnel

Responsible for maintaining and increasing revenue from hospital/facility orders

Develop and maintain a working knowledge of home equipment, insurance guidelines, eligibility, and reimbursement for patients

Responsible for fulfilling equipment orders and assuring that equipment is clean, in proper working order and quantities are correct, delivery instructions are correct, and required paperwork is taken to the patient

Delivers/Picks up supplies and equipment in a courteous, accurate, and timely manner meeting the timely delivery goal for essential equipment

Understands issues related to the most cost-effective delivery method for HME ordered

Trains and educates patients and caregivers on the use of equipment and answers any inquiries they may have about services

Informs new patients about their rights and responsibilities, whom to contact with questions, and how to contact the billing department. Responsible for informing patients about patient satisfaction surveys

Responsible for initiating the insurance verification process and informing patients of their financial responsibility

Discusses insurance coverage with the patient and arranges payment of the patient’s financial responsibility

Able to process credit and debit card payments using standard electronic tools

Responsible for obtaining signatures of patient or caregiver for each piece of paperwork including the delivery ticket, assignment of benefits, care plan, and waiver of liability

Documents date and time of delivery-on-delivery ticket and lists any problems or changes to the order and updates driving directions if necessary

Responsible for returning dirty equipment to the closet and tagging broken equipment, including the branch name and brief description of the problem, for return to the repair area

Responsible for troubleshooting and servicing all equipment and making decisions on switch-outs

Conducts sales & service rounds within the assigned hospitals, promoting products and services provided by AdaptHealth to all health care professionals that they may encounter daily

Increases referral volume from the facility by promotion within business lines and cross-selling among business lines through solicitation/facilitation of referral orders from referral sources

Understands and maintains a balanced focus on the most profitable business lines

Acts as a resource for referral source staff regarding Medicare, Medicaid, and private insurance documentation and reimbursement guidelines related to DME/RT/IV/HH equipment and services

The assists the sales team in the planning and conducting of orientations and in-services to referral sources regarding HME equipment and services provided

Obtains all required information and medical documentation to ensure complete, accurate, and timely processing of referrals. Strives to obtain MD order signatures and original prescriptions while on-site

Assures that diagnoses and disease states warrant the need for prescribed equipment and services from a reimbursement standpoint. Suggests additional equipment and services if warranted based on diagnoses or makes appropriate recommendations

Can execute the entire referral process, for all applicable product lines

Coordinates with other departments to minimize delivery expenses and provide efficient service to customers

Retain knowledge of and consistently adhere to procedures for the use of Personal Protective Equipment (PPE), infection control, and hazardous materials handling

Maintain patient confidentiality and function within the guidelines of HIPAA

Completes assigned compliance training and other educational programs as required

Maintains compliance with AdaptHealth’s Compliance Program

Perform other related duties as assigned

Qualification

DME experienceInsurance verificationCustomer serviceSales motivationMicrosoft OfficeVerbal communicationWritten communicationPresentation skillsProblem-solvingTeamworkAttention to detail

Required

High School Diploma or equivalent is required

One (1) year of work related to health care, administrative, insurance, customer services, or management regardless of industry

The exact job experience considered must be DME, Diabetes, Incontinence Sales

Valid and unrestricted driver's license in the state of residence

Excellent verbal and written communication skills

Excellent presentation skills

Excellent customer service skills

Product and service knowledge

Motivation for sales

Ability to work independently and with a team

Strong analytical and problem-solving skills with attention to detail

Ability to prioritize and manage multiple projects

Possess mental alertness and the ability to properly treat confidential information

Proficient computer skills and knowledge of Microsoft Office

Must be able to bend, stoop, stretch, stand, and sit for extended periods

Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use

Ability to travel independently throughout the service area

Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy

Mental alertness to perform the essential functions of the position