Patient Liaison

Patient Liaison – Adapt Health

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, teaching patients how to use and maintain their equipment, initiating verification of patient insurance benefits, communicating the patient's financial responsibility, and collecting any amounts due using Adapt Health provided electronic tools.

• Be knowledgeable of and responsible for the current Adapt Health policies and procedures that apply to this position.
• Represent Adapt Health 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 a working knowledge of home equipment, insurance guidelines, eligibility, and reimbursement for patients.
• Fulfill equipment orders and ensure equipment is clean, in proper working order, quantities are correct, delivery instructions are correct, and required paperwork is taken to the patient.
• Deliver/Pick up supplies and equipment in a courteous, accurate, and timely manner by meeting delivery goals.
• Understand issues related to the most cost‑effective delivery method for HME ordered.
• Train and educate patients and caregivers on the use of equipment and answer inquiries.
• Inform new patients about their rights and responsibilities, contact points, and billing processes, including patient satisfaction surveys.
• Initiate insurance verification 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 each piece of paperwork including the delivery ticket, assignment of benefits, care plan, and waiver of liability.
• Document date and time of delivery and update any problems or changes to the order, including driving directions if necessary.
• Return dirty equipment to the closet, tag broken equipment, and report to the repair area.
• Troubleshoot and service all equipment and make decisions on switch‑outs.
• Conduct sales and service rounds within assigned hospitals, promoting Adapt Health products and services to healthcare professionals.
• Increase referral volume by promotion within business lines and cross‑selling among business lines.
• Maintain a balanced 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 related to DME/RT/IV/HH equipment and services.
• Assist the sales team in planning and conducting orientations and in‑services for referral sources regarding HME equipment and services.
• Obtain all required information and medical documentation to ensure complete, accurate, and timely processing of referrals.
• Ensure diagnoses and disease states warrant the need for prescribed equipment and services from a reimbursement standpoint; suggest additional equipment/services if warranted.
• 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 consistently adhere to procedures for using PPE, infection control, and hazardous materials handling.
• Maintain patient confidentiality and comply with HIPAA.
• Complete assigned compliance training and other educational programs as required.
• Maintain compliance with Adapt Health’s Compliance Program.
• Perform other related duties as assigned.

• 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
• Poss…