Home Health Customer Care Liaison

Apria Healthcare; St. Louis (MO); On-site; USD 30,000 - 37,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

401(k) Plan

Flexible Spending Accounts

Life insurance

Short- and long-term disability

Parental leave

Domestic partner benefits

Well-being programs

Job summary

Accendra Health is seeking a dedicated role to maintain relationships with current accounts and patients, ensuring they receive the necessary home healthcare equipment. The position emphasizes timely responses, documentation handling, and coordination with physicians and referral sources.

The role includes duties from order verification and scheduling to billing coordination, with on-call coverage and travel as required to support patient care across our nationwide network of brands.

Qualifications

• High School diploma required.
• At least 2 years of related experience.
• Must be 21 years or older at time of hire.

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.

Skills

Business Acumen

Problem Solving

Communication

Credibility

Education

High School diploma

2 years related experience

Tools

Access

Excel

PowerPoint

MS Project

Visio

Word

Job description

Accendra Health is seeking a dedicated role to maintain relationships with current accounts and patients, ensuring they receive the necessary home healthcare equipment. The position emphasizes timely responses, documentation handling, and coordination with physicians and referral sources.

The role includes duties from order verification and scheduling to billing coordination, with on-call coverage and travel as required to support patient care across our nationwide network of brands.