HME Customer Service Liaison

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The HME – Liaison supports the Customer Service team and referral sources to ensure timely and accurate fulfillment of HME needs. This role handles incoming calls from customers and referral partners, processes sales orders, verifies documentation and ensures compliance with insurance and regulatory requirements. The Liaison educates customers on the safe use of medical equipment, coordinates delivery and follow-up and maintains a strong focus on customer satisfaction.

Works closely with Hospital Case management to assist with discharge needs.

• EDUCATION, CERTIFICATION, AND/OR LICENSURE:
  High school diploma or equivalent.
• EXPERIENCE:
  
  Three (3) years in customer sales/customer service.

• EDUCATION, CERTIFICATION, AND/OR LICENSURE:
  Advanced or associate’s degree in business, or healthcare administration.
• EXPERIENCE:
  
  Experience in home medical equipment or a healthcare setting.
• EXPERIENCE:
  
  Experience with ICD-10 and HCPC coding.

• Greet visitors and healthcare workers in a professional, courteous manner assessing needs and providing appropriate assistance.
• Receive and process sales calls from referrals and customers ensuring data is entered accurately and completely. Handle all equipment orders as designated. Properly make notes in customer accounts.
• Maintain current knowledge of Medicare, Medicaid, insurance regulations and accreditation guidelines.
• Create and complete sales orders. Ensure prescriptions and any required face-to-face notes meet criteria for dispensing. Obtain and/or verify PAR is valid as needed and verify insurance information is current. Research for additional documentation if needed.
• Provide instruction on safe operation, maintenance and functions of medical equipment.
• Monitor and follow up on open orders; work daily list and WIP reports to ensure timely processing. Ensure all possible sales orders are ready to be confirmed by month end as possible.
• Contact and coordinate with referral sources to arrange ordered equipment and associated services.
• Always ensure customer satisfaction through effective communication and positive customer service skills.
• Safely and proficiently deliver, set-up and instruct customers in various disciplines of home medical equipment.
• Accurately complete required delivery forms and paperwork, including sales orders, patient agreements, Plan of Care, Delivery log, etc.
• Maintain competency with all equipment provided to patients. Complete annual and as needed training.
• Partner with facility Care Management team to coordinate discharges in a timely manner.
• Educate Care Managers, providers and other relevant ancillary staff on insurance policy updates and requirements to qualify patients as needed.
• Maintain a clean, organized workspace and restock supplies as needed.
• Conduct periodic inventories of on-site consignment closets, place reorder and restocks as needed.
• Coordinate with patient service technician to ensure seamless transition to home care.

• Ability to lift up to 20 pounds and perform a full range of body motions, including standing, walking, bending, kneeling, reaching overhead and using hands for fine manipulation.
• Ability to use tools and equipment for the assembly of medical devices.
• Prolonged periods of movements using proper body mechanics.

• Exposure to fluctuating indoor and outdoor temperatures.
• Frequent patient and customer interaction.

• Maintain a professional, friendly demeanor during all interactions.
• Demonstrates empathy and understanding to help customers obtain the equipment needed.
• Strong multitasking skills with high attention to detail and ability to work independently and collaboratively.
• Build and maintain strong relationships with customers and referral sources.
• Proficient in reading, writing, grammar, spelling and mathematical calculations.

• Scheduled Weekly
  
  Hours:
  
  40
• Shift: Day (United States of America)
• Exempt/Non-Exempt:
  United States of America (Non-Exempt)
• Company: SHC WVUHS Home Care
• Cost Center: 392 GHC Access Administration
• Address: 1 Medical Center Drive, Morgantown, West Virginia
• Equal Opportunity
  
  Employer:
  
  WVU Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, age, physical or mental disability, citizenship, or any other characteristic protected under applicable law.
  
  All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment.