CUST RELATIONSHIP LIAISON (DR) at Owens & Minor

Roanoke, Virginia, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

High School diploma required
At least 2 years of related experience
Must be at least 21 years of age or older at the time of hire
Demonstrated ability to build and maintain solid working relationships with internal and external customers
Learn and comply with all Department of Transportation, Transportation Safety Management (TSM) and POV requirements applicable for the safe and compliant use of Apria vehicles and POVs
Participate in and successfully complete ongoing training and development to become and remain qualified to perform the essential job functions
Geographically located within the assigned territory
Certificates, Licenses, Registrations (incomplete in description, but required)

Responsibilities

Acts as a single point of contact for a specific account or accounts
Responds to customer needs, concerns and complaints in a timely manner
Consults with clients and referral sources 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
Contacts patients to confirm orders and communicates any financial obligations before referral for delivery/service scheduling
Assesses patient’s needs and promotes company products/services at office visits, as appropriate
Proactively resolves issues by anticipating and identifying problems then coordinating the appropriate solution(s)
Troubleshoots any issues that may arise with the medical groups and any relevant on-site departments
Assists medical groups and/or other provider groups to understand the products and services available under the contract
Assists in the utilization process as well as transitioning members related to capitation switch outs
Coordinates patient services with physicians and medical groups
Identifies and develops strategic relationships within the institution that will enhance patient care
Participates in the institution’s quality assurance/performance improvement initiatives as requested
Performs timely follow up on initial/renewal authorizations to maintain reimbursement of products/services
Performs follow up on outstanding CMNs, Renewal CMNs, and prescriptions
May instruct patients on basic use of respiratory therapy equipment, durable medical equipment, oxygen equipment, and other equipment/services in accordance with training received and approved by state licensure limitations
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
Operates a Personally Owned Vehicle (POV) and/or company vehicle (non-CDL) in accordance with the essential job functions
Sets-up and delivers home healthcare products and services
Performs other duties as required

Skills

Key technologies and capabilities for this role

Customer ServiceAccount ManagementPatient RelationsDocumentation ManagementBillingTroubleshootingReferral CoordinationService SchedulingOrder Confirmation

Questions & Answers

Common questions about this position

What benefits are offered to Owens & Minor teammates?

Benefits include medical, dental, and vision insurance available on the first working day, 401(k) eligibility after one year of service, employee stock purchase plan, and tuition reimbursement.

Is this a remote position or does it require on-site work?

This information is not specified in the job description.

What are the key responsibilities or skills needed for this role?

Key responsibilities include acting as a single point of contact for accounts, responding to customer needs and complaints, obtaining documentation for orders and billing, managing follow-ups, coordinating patient services with physicians, and performing timely follow-ups on authorizations and CMNs.

What is the company culture like at Owens & Minor?

The company emphasizes putting customers and their patients at the heart of what they do, with a mission to empower customers to advance healthcare, and success starting with teammates.

What makes a strong candidate for the Customer Relationship Liaison role?

Strong candidates should excel in relationship management, customer service, problem-solving, coordination with medical groups and physicians, and handling documentation and follow-ups for home healthcare equipment.