Patient Liaison (HME)

Position Summary:

Patient Liaisons have many responsibilities related to customer service, equipment and service deliveries in the hospital, and marketing-related activities. This may include delivering medical equipment and supplies to patients in a timely and professional manner and teaching the patient how to use and maintain their equipment; initiating verification of patient insurance benefits; communicating the patient’s financial responsibility to the patient, and collecting any amounts due using AdaptHealth provided electronic tools.  

Essential Functions and Job 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.

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

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, as overall office activities and work levels fluctuate.
• Subject to long periods of sitting and exposure to the computer screen.
• May be exposed to hazardous materials, loud noise, extreme heat/cold, direct, or indirect contact with airborne, bloodborne, and/or other potentially 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 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.