Patient Liaison

Overview

Join to apply for the Patient Liaison role at AdaptHealth

The position involves customer service, equipment and service deliveries in hospital settings, and marketing-related activities. Responsibilities include delivering medical equipment and supplies to patients, teaching patients how to use and maintain equipment, initiating verification of patient insurance benefits, communicating and collecting patient financial responsibilities using AdaptHealth electronic tools.

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.
• Maintain and increase revenue from hospital/facility orders.
• Develop and maintain knowledge of home equipment, insurance guidelines, eligibility, and reimbursement for patients.
• Fulfill equipment orders and ensure equipment is clean, in proper working order, correct quantities, correct delivery instructions, and required paperwork is provided to the patient.
• Deliver or pick up supplies and equipment in a courteous, accurate, and timely manner meeting delivery goals for essential equipment.
• Understand issues related to the most cost-effective delivery method for HME ordered.
• Train and educate patients and caregivers on equipment use and answer questions about services.
• Inform new patients about their rights and responsibilities, whom to contact with questions, how to contact the billing department, and about patient satisfaction surveys.
• Initiate the insurance verification process and inform patients of their financial responsibility.
• Discuss insurance coverage with the patient and arrange payment of the patient's financial responsibility.
• Process credit and debit card payments using standard electronic tools.
• Obtain signatures of patient or caregiver for all paperwork including delivery ticket, assignment of benefits, care plan, and waiver of liability.
• Document delivery date and time on the delivery ticket and note any problems or changes to the order; update driving directions as needed.
• Return dirty equipment to the closet and tag broken equipment with branch name and problem description for repair.
• Troubleshoot and service equipment and make decisions on switch-outs.
• Conduct sales and service rounds within assigned hospitals, promoting AdaptHealth products and services to healthcare professionals encountered daily.
• Increase referral volume from the facility by promoting across business lines and cross-selling; facilitate referral orders from referral sources.
• Maintain focus on the most profitable business lines.
• Act as a resource for referral source staff regarding Medicare, Medicaid, and private insurance documentation and reimbursement guidelines for DME/RT/IV/HH equipment and services.
• Assist the sales team in planning and conducting orientations and in-services to referral sources regarding HME equipment and services.
• Obtain all required information and medical documentation to ensure complete, accurate, and timely processing of referrals; strive to obtain MD order signatures and original prescriptions on-site.
• Assure that diagnoses and disease states warrant the need for prescribed equipment and services from a reimbursement standpoint; suggest additional equipment and services if warranted based on diagnoses.
• Execute the entire referral process for all applicable product lines.
• Coordinate with other departments to minimize delivery expenses and provide efficient service to customers.
• Maintain knowledge of and adhere to PPE, infection control, and hazardous materials handling procedures.
• Maintain patient confidentiality and operate within HIPAA guidelines.
• Complete assigned compliance training and other educational programs as required.
• Maintain compliance with AdaptHealth's Compliance Program.
• Perform other related duties as assigned.

Competency, Skills, And Abilities

• 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

Requirements Education and Experience Requirements

• High School Diploma or equivalent is required; Associate Degree from an accredited college is preferred
• 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

Physical Demands And Work Environment

• 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
• The work environment may be stressful at times
• Subject to long periods of sitting and exposure to the computer screen
• May be exposed to hazardous materials, loud noise, extreme temperatures, or infectious pathogens
• May be exposed to angry or irate customers, patients, or referral sources
• Ability to utilize a personal computer and other office equipment
• Must be able to lift 30 pounds as needed
• Physical and mental ability to provide clinical assessments
• Ability to travel independently throughout the service area
• Excellent ability to effectively communicate with customers with empathy, courtesy, and respect for privacy

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Hospitals and Health Care

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