HME Customer Service Liaison

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The HME – Liaison supports the Customer Service team and referral sources to ensure timely and accurate fulfillment of HME needs. This role handles incoming calls from customers and referral partners, processes sales order, verifies documentation and ensures compliance with insurance and regulatory requirements. The Liaison educates customers on the safe use of medical equipment, coordinates delivery and follow-up and maintains a strong focus on customer satisfaction. Works closely with Hospital Case management to assist with discharge needs.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school diploma or equivalent.

EXPERIENCE:

1. Three (3) years in customer sales/customer service.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Advanced or associate’s degree in business, or healthcare administration.

EXPERIENCE:

1. Experience in home medical equipment or a healthcare setting.

2. Experience with ICD-10 and HCPC coding.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Greet visitors and healthcare workers in a professional, courteous manner assessing needs and providing appropriate assistance.

2. Receives and processes sales calls from referrals and customers ensuring data is entered accurately and completely. Handles all equipment orders as designated. Properly makes notes in customer accounts.

3. Maintains current knowledge of Medicare, Medicaid, insurance regulations and accreditation guidelines.

4. Create and completes sales orders. Ensure prescriptions and any required face-to-face notes meet criteria for dispensing. Obtains and/or verify PAR is valid as needed and verifies insurance information is current. Research for additional documentation if needed.

5. Provides instruction on safe operation, maintenance and functions of medical equipment.

6. Monitor and follow up on open orders; work daily list and WIP reports to ensure timely processing. Ensures all possible sales orders are ready to be confirmed by the month end as possible.

7. Contacts and coordinates with referral sources to arrange ordered equipment and associated services.

8. Always ensures customer satisfaction through effective communication and positive customer service skills.

9. Safely and proficiently delivers, set-ups and instructs customers in various disciplines of home medical equipment. 

10. Accurately completes required delivery forms and paperwork, including sales orders, patient agreements, Plan of Care, Delivery log, etc.

11. Maintain competency with all equipment provided to patients. Complete annual and as needed training. 

12. Partner with facility Care Management team to coordinate discharges in a timely manner.

13. Educates Care Managers, providers and other relevant ancillary staff on insurance policy updates and requirements to qualify patients as needed.

14. Maintains a clean, organized workspace and restock supplies as needed.

15. Conduct periodic inventories of on-site consignment closets, places reorder and restocks as needed.

16. Coordinates with patient service technician to ensure seamless transition to home care.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to lift up to 20 pounds and perform a full range of body motions, including standing, walking, bending, kneeling, reaching overheard and using hands for fine manipulation.

2. Ability to use tools and equipment for the assembly of medical devices.

3. Prolonged periods of movements using proper body mechanics.

WORKING ENVIRONMENT: The work environment characteristics described here 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.<