Customer Relationship Liaison- POV
Accendra Health, San Diego, CA, United States
Job Summary
This role maintains relationships and favorable contacts with current accounts/patients and ensures that patients have the required equipment to support their home healthcare needs.
Hourly rate:
$27.11 - $28.98 USD . Actual compensation may vary based on experience, skills, education, and location.
Essential Duties And 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) in accordance with the essential job functions.
Sets‑up and delivers home healthcare products and services.
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 the time of hire.
Demonstrated ability to build and maintain solid working relationships with internal and external customers.
Learn and comply with all POV requirements applicable for the safe and compliant use of 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 or Professional Designations
Must posses 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 a strong ability to understand, interpret and develop spreadsheet data.
PHYSICAL DEMANDS
Regularly use hands to write, use computer, operate a motor vehicle, use a hand‑held device, telephone, and document imaging system.
Read documents and write neatly, legibly and transcribe accurate information and numbers/values.
Engage in activities that require talking and hearing.
Frequent variations including sitting, walking, standing, kneeling, reaching or stooping.
Operate and maintain a valid driver’s license for vehicle use.
Vision requirements include close vision, distant vision, night vision, and ability to adjust focus for computer use and reading.
Occasional lifting and/or moving items of up to 25 pounds frequently and up to 40 pounds occasionally.
WORK ENVIRONMENT
Work environment typically has low to moderate noise levels; exposure varies by location and activity.
May require inspection and safe operation of a motor vehicle in various weather and traffic conditions.
Exposure to dust, fume, mist, and odors may occur.
Temperature ranges from normal indoor climate-controlled environments to various outdoor conditions and extremes.
Lighting includes fluorescent indoor lighting, natural outdoor light, and low light for night work.
Vaccinations and medical assessments may be required based on activities and patient exposure.
Personal protective equipment may be required based on hazards encountered.
Teammate Benefits
Medical, dental, and vision care coverage.
Paid time off plan.
401(k) Plan.
Flexible Spending Accounts.
Basic life insurance.
Short‑and long‑term disability coverage.
Accident insurance.
Teammate Assistance Program.
Paid parental leave.
Domestic partner benefits.
Mental, physical, and financial well‑being programs.
Accendra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
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Hourly rate:
$27.11 - $28.98 USD . Actual compensation may vary based on experience, skills, education, and location.
Essential Duties And 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) in accordance with the essential job functions.
Sets‑up and delivers home healthcare products and services.
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 the time of hire.
Demonstrated ability to build and maintain solid working relationships with internal and external customers.
Learn and comply with all POV requirements applicable for the safe and compliant use of 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 or Professional Designations
Must posses 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 a strong ability to understand, interpret and develop spreadsheet data.
PHYSICAL DEMANDS
Regularly use hands to write, use computer, operate a motor vehicle, use a hand‑held device, telephone, and document imaging system.
Read documents and write neatly, legibly and transcribe accurate information and numbers/values.
Engage in activities that require talking and hearing.
Frequent variations including sitting, walking, standing, kneeling, reaching or stooping.
Operate and maintain a valid driver’s license for vehicle use.
Vision requirements include close vision, distant vision, night vision, and ability to adjust focus for computer use and reading.
Occasional lifting and/or moving items of up to 25 pounds frequently and up to 40 pounds occasionally.
WORK ENVIRONMENT
Work environment typically has low to moderate noise levels; exposure varies by location and activity.
May require inspection and safe operation of a motor vehicle in various weather and traffic conditions.
Exposure to dust, fume, mist, and odors may occur.
Temperature ranges from normal indoor climate-controlled environments to various outdoor conditions and extremes.
Lighting includes fluorescent indoor lighting, natural outdoor light, and low light for night work.
Vaccinations and medical assessments may be required based on activities and patient exposure.
Personal protective equipment may be required based on hazards encountered.
Teammate Benefits
Medical, dental, and vision care coverage.
Paid time off plan.
401(k) Plan.
Flexible Spending Accounts.
Basic life insurance.
Short‑and long‑term disability coverage.
Accident insurance.
Teammate Assistance Program.
Paid parental leave.
Domestic partner benefits.
Mental, physical, and financial well‑being programs.
Accendra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
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