Customer Relationship Liaison

Description:

· Acts as a point of client contact for the delivery of medical equipment to nursing facilities and patient homes.

· Responds to customer needs, concerns, and complaints

· Consults with clients 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

· Proactively resolves issues by anticipating and identifying problems, then coordinating the appropriate solution(s)

· Troubleshoots any issues that may arise with the accounts and any relevant on-site departments

· Assists in the utilization process, as well as, transitioning patients to capitation switch-outs

· Coordinates patient services and scheduling set-up

· Identifies and develops strategic relationships within the institution that will enhance patient care

· Performs timely follow-up on all delivered products/services

· 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

Requirements:

• High School diploma required
• At least 2 years of related customer relationship experience, preferably in DME, or medical-related services
• Demonstrated ability to build and maintain solid working relationships with internal and external customers
• Participate in training and development to become qualified to perform the essential job functions
• Geographically located within the assigned territory
• Must possess a Valid Driver's License
• Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word
• Mathematical proficiency, with a strong ability to understand, interpret, and develop spreadsheet data
• Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word