JOB SUMMARY

Our Operations Account Liaisons support specific branch referral sources and are responsible for maintaining a positive relationship with assigned providers, clinics and/or hospitals.  Working collaboratively with other branch departments, Operations Account Liaisons act as a dedicated resource to current branch accounts, ensuring customer satisfaction and providing excellent service during each interaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Acts as a single point of contact for specific accounts that need specialized support; including, but not limited to, creating, and working with new orders, confirming delivery appointments, and obtaining authorization of equipment based on payor guidelines.

• Develops strategic relationships within assigned accounts in order to enhance patient care and increase business. 

• Coordinate patient orders with assigned providers, clinics and/or hospitals.  If concerns arise, ensure patient and customer satisfaction expectations are met or exceeded.  Determine appropriate solutions with account managers, both internal and external.

• Ensure orders are processed and delivered in a timely manner as per agreed upon time windows.

• Assists assigned medical groups and/or provider groups regarding products and services available under their contract.

• Work with sales team, referrals and/or patients to gather documentation/information needed to meet insurance guidelines.  Requests health plan authorizations/information as required; either electronically or verbally.

• Perform timely follow up on renewal authorizations, outstanding CMN’s and prescriptions.

• Makes or receives calls to/from patients that are awaiting special order items.

• Perform outbound customer satisfaction calls to patients and referrals.

• Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

• None

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

• High School Diploma or equivalent

• At least two years related work experience.

Certificates, Licenses, Registrations or Professional Designations

• None

SKILLS, KNOWLEDGE AND ABILITIES

• Customer/Patient-Focused

• Business Acumen

• Problem Solving/Analysis

• Effective communication in person, on the phone and electronically

• Teamwork

• Relationship Builder

Computer Skills

• Intermediate to advanced computer skills

• Proficient working within multiple systems at once

Language Skills

• English (reading, writing, verbal)

Mathematical Skills

• Basic level math skills

PREFERRED QUALIFICATIONS

Education and/or Experience

• At least one year experience in inside sales, sales support or customer escalations  

PHYSICAL DEMANDS

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. 

• The employee uses computer and telephone equipment. 

• Specific vision requirements of this job include close vision and distance vision. 

• Regularly required to use hands to write, use computer or handheld device (tablet), telephone and use a document imaging system and manipulate documents.

• Regularly required to read documents and write neatly, legibly and transcribe accurate information and numbers/values.

• Employee continually engages in activities that require talking and hearing.

• This position requires frequent variations including sitting, walking, standing, kneeling, reaching or stooping.

• Strength Aspects:

  • Occasionally required to stand, lift, push or pull objects ranging from 10 lbs - 40 lbs.

The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.  In addition:

•    The employee is required to inspect and safely operate a motor vehicle during the day and night and in a wide range of weather and traffic conditions.

•    The noise level in the work environment varies based on the locations or activities proximate to which can range from low to high.

•    There is moderate exposure to dust, fumes, mist, and odors.

•    Temperature ranges from normal indoor climate-controlled environment in buildings or vehicles and various outdoor conditions and temperature extremes encountered throughout the year in a variety of US states.

•    General lighting is generally provided via fluorescent lighting indoors, and natural lighting outdoors, and low light conditions consistent with outdoor and/or night working environment.

•    May be required to receive vaccinations and participate in medical assessments and testing consistent with the work environment or patients exposed to.

•          Will be required to wear various personal protective equipment consistent with the hazards encountered in this role.