Customer Relations Liaison

About Accendra Health

At Accendra Health, we simplify complex healthcare by delivering essential care beyond traditional settings. Through our Apria and Byram Healthcare brands, we provide personalized, long-term care nationwide, supporting patients at every stage of life. Join us in our purpose of Bringing Care To Life™.

Job Summary: Customer Relations Liaison

As a Customer Relations Liaison, you will be a vital point of contact, ensuring patients receive necessary home healthcare equipment. This role focuses on maintaining strong relationships with accounts and patients, proactively addressing needs, and coordinating services.

Essential Duties And Responsibilities

• Act as a single point of contact for assigned accounts.
• Respond promptly to customer needs, concerns, and complaints.
• Consult with clients and referral sources on products and equipment.
• Obtain and manage all necessary documentation for scanning and batching.
• Perform comprehensive follow-up functions post-set-up with accounts.
• Oversee all transactions and referral sources from specific accounts.
• Secure required documentation for order entry, service scheduling, and billing.
• Contact patients to confirm orders and communicate financial obligations.
• Assess patient needs and promote appropriate company products/services during office visits.
• Proactively resolve issues by anticipating problems and coordinating solutions.
• Troubleshoot issues with medical groups and relevant on-site departments.
• Assist medical and provider groups in understanding available products and services.
• Support utilization processes and member transitions related to capitation changes.
• Coordinate patient services with physicians and medical groups.
• Identify and develop strategic relationships within institutions to enhance patient care.
• Participate in quality assurance/performance improvement initiatives as requested.
• Perform timely follow-up on initial/renewal authorizations for reimbursement.
• Follow up on outstanding CMNs, Renewal CMNs, and prescriptions.
• May instruct patients on basic use of respiratory, durable medical, and oxygen equipment.
• Respond to emergency calls and related needs during business hours and on-call.
• Effectively coordinate timely discharges with Customer Care Center or Branch Customer Service.
• Operate a Personally Owned Vehicle (POV) or company vehicle for job functions.
• Set up and deliver home healthcare products and services.

Other Duties

• Performs other duties as required.

Minimum Required Qualifications

Education and/or Experience

• High School diploma required.
• At least 2 years of related experience.
• Must be at least 21 years of age or older at time of hire.
• Demonstrated ability to build and maintain solid working relationships.
• Ability to learn and comply with all Department of Transportation and Transportation Safety Management (TSM) requirements.
• Participate in and successfully complete ongoing training and development.
• Geographically located within the assigned territory.

Certificates, Licenses, Registrations or Professional Designations

• Must Possess a Valid Driver’s License.

Skills, Knowledge And Abilities

• Business Acumen
• Problem Solving/Analysis
• Communication Proficiency
• Personal Effectiveness/Credibility

Computer Skills

• Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word.

Language Skills

• English (reading, writing, verbal).

Mathematical Skills

• Basic level mathematical proficiency with spreadsheet data interpretation.

Physical Demands

The role requires physical activity including using hands, reaching, stooping, kneeling, crouching, talking, and hearing. It involves operating computer and telephone equipment, with specific vision requirements. Frequent variations in posture (sitting, walking, standing) are needed, along with safe operation of a motor vehicle. Occasional lifting of up to 25-40 pounds is required.

Work Environment

The work environment varies from typical indoor climate-controlled settings to diverse outdoor conditions across the US. Exposure to noise, dust, fumes, mists, and odors can be moderate. The role may require vaccinations, medical assessments, and wearing personal protective equipment.

Teammate Benefits

Accendra Health offers a comprehensive benefits program including medical, dental, vision, paid time off, 401(k), flexible spending accounts, life insurance, disability coverage, accident insurance, and various well-being programs.

Key skills/competency

• Customer Relationship Management
• Patient Care Coordination
• Medical Equipment Delivery
• Problem Solving
• Communication Skills
• Documentation Management
• Account Management
• Compliance & Regulations
• Sales & Promotion
• Field Operations