Customer Relationship Liaison

Overview

Acts as a point of client contact for the delivery of medical equipment to nursing facilities and patient homes. Responds to customer needs, concerns, and complaints. Consults with clients on products and necessary equipment. Obtains all documentation to be scanned and batched at the Branch. Manages all follow-up functions with the account, post set-up. Oversees all transactions coming from a specific account(s), including all referral sources.

Obtains all required documentation for orders to be entered into the system, service scheduling, and billing/payment. Proactively resolves issues by anticipating and identifying problems, then coordinating the appropriate solution(s). Troubleshoots any issues that may arise with the accounts and any relevant on-site departments. Assists in the utilization process, as well as, transitioning patients to capitation switch-outs. Coordinates patient services and scheduling set-up.

Identifies and develops strategic relationships within the institution that will enhance patient care. Performs timely follow-up on all delivered products/services. Responds to emergency calls and related needs as needed during regular business hours and on an On-Call basis. Effectively works and coordinates timely discharges with Customer Care Center and/or Branch Customer Service Team.

• Acts as a point of client contact for the delivery of medical equipment to nursing facilities and patient homes.
• Responds to customer needs, concerns, and complaints
• Consults with clients on products and necessary equipment
• Obtains all documentation to be scanned and batched at the Branch
• Manages all follow-up functions with the account, post set-up
• Oversees all transactions coming from a specific account(s), including all referral sources
• Obtains all required documentation for orders to be entered into the system, service scheduling, and billing/payment
• Proactively resolves issues by anticipating and identifying problems, then coordinating the appropriate solution(s)
• Troubleshoots any issues that may arise with the accounts and any relevant on-site departments
• Assists in the utilization process, as well as, transitioning patients to capitation switch-outs
• Coordinates patient services and scheduling set-up
• Identifies and develops strategic relationships within the institution that will enhance patient care
• Performs timely follow-up on all delivered products/services
• Responds to emergency calls and related needs as needed during regular business hours and on an On-Call basis
• Effectively works and coordinates timely discharges with Customer Care Center and/or Branch Customer Service Team

• High School diploma required
• At least 2 years of related customer relationship experience, preferably in DME, or medical-related services
• Demonstrated ability to build and maintain solid working relationships with internal and external customers
• Participate in training and development to become qualified to perform the essential job functions
• Geographically located within the assigned territory
• Must possess a Valid Driver's License
• Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word
• Mathematical proficiency, with a strong ability to understand, interpret, and develop spreadsheet data