Patient Account Liaison

Electromed, Inc.; New Prague (MN); Hybrid; USD 30,000 - 41,000; Full time

Benefits offered by this job

Six weeks off annually

Employee bonus plan

Hybrid/remote options

Parental leaves

Recognition program

Training opportunities

Educational assistance

Well-being on demand

Perks at Work

Health & HSA

401(k) match

Job summary

Electromed, Inc. is seeking a Patient Account Liaison to manage referrals from intake to shipping and insurance approval.

You will be the main contact for patients, clinics, and Clinical Area Managers, responsible for obtaining documentation, authorizations, and assisting with patient payment programs. The role requires strong customer service in healthcare, familiarity with insurance processes, and attention to HIPAA.

Qualifications

• High School diploma or GED required; degree preferred.
• Extensive customer service experience with phone contact, preferably in a call center.
• Substantial experience working directly with providers in healthcare or DME setting.
• Strong experience working with insurance companies for benefits, coverage, and authorizations.
• Knowledge of Protected Patient Info and HIPAA laws.

Responsibilities

• Review and process new referrals from patient intake to shipping and insurance approval.
• Serve as primary contact for patients, clinics, and CAM in their territory.
• Obtain payer documentation, submit and obtain insurance authorizations, and assist with patient payment programs.
• Develop payer knowledge base related to diagnosis, coverage guidelines and medical criteria.
• Communicate professionally with extreme attention to detail and HIPAA compliance.
• Educate patients on the therapeutic benefits of the SmartVest and promote adherence.
• Coordinate with providers and internal teams to ensure timely service and accurate data entry.
• Manage order status and arrange product shipment, including device and garment selection.
• Support payers, patients, and internal teams in resolving order-related issues.

Skills

Customer service

Phone support

Healthcare experience

Insurance knowledge

HIPAA knowledge

Attention to detail

Communication skills

Multitasking

Education

High School diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

Beyond Competitive

People Purpose:

It is no longer ok to just be competitive regarding how we treat our people in everything we do. Our leadership team believes wholeheartedly we need to be beyond competitive and cultivate a culture of proud, driven employees who are passionate about the work they do and where they do it. Our leadership strives to unleash unsurpassed potential in every team and individual employed and owns making that happen. Sincere, Simple, Smart.

What makes us Beyond Competitive:

• 6 weeks’ time off annually
• Employee bonus plan
• Flexible hybrid/remote work options
• Full pay maternity, paternity, parental, short-term disability leaves
• Employee driven recognition program
• Access to hundreds of training opportunities
• Company paid educational assistance
• Well-being on demand
• Perks at Work
• Competitive health and welfare plans -HSA company contribution
• 401(k) company match
• Great culture and people!

The Opportunity:

The Patient Account Liaison (PAL) is responsible for reviewing and processing new referrals from patient intake to shipping and insurance approval. The PAL is the primary contact for patients, clinics, and Clinical Area Managers within their designated territory with responsibilities including patient intake and contact throughout the referral process, obtaining payer required documentation, submitting, and obtaining insurance authorizations, obtaining patient documents, and assisting with patient payment programs.

Job Outcomes You Must Get:

• Follow Electromed mission and core values, while striving to achieve company goals
• Understand and adhere to local State and Federal healthcare regulatory and compliance rules
• Responsible for maintaining patient flow and relationships with physicians and their staff, discussing treatment options, providing nurse and patient education. Act as main point of contact between physician, patient, and Clinical Area Manager (CAM)
• Review new patient referrals and intake information for required documentation and medical necessity, insurance, demographics, clinical history, etc.
• Collect and organize medical records, maintain electronic charts including comprehensive care plans, medical information, treatment records and billing data
• Ensure patients have proper authorizations for treatment coverage, perform benefit verification and submission of authorization requests.
• Develop payer knowledge base related to diagnosis, coverage guidelines and medical criteria
• Communicate professionally and effectively; requires extreme attention to detail, problem resolution, and knowledge of medical terminology, Protected Patient Info and HIPAA laws
• Develop relationships with patients and providers by maintaining exceptional service and follow up care
• Educate patient on the therapeutic benefits of the SmartVest to promote prescribed adherence
• Discuss therapy and treatment costs, collect, and update necessary patient information and forms for insurance processing
• Assist internal and field team, payers, and patients in understanding payer methodologies and resolution of order-related issues through outreach and response to inquiries
• Effectively submit insurance requests to obtain authorization, utilizing tools such as web portals and authorization partners.
• Primary contact for providers & patients prior to the shipment of their device
• Provide order status updates for incoming calls from patients, clinics, and sales representatives
• Initiate and arrange product shipment, including determining device and garment selection
• Quickly and accurately identify and assess individual customer needs, determining appropriate action and taking ownership to ensure positive resolution
• Work closely with referring MD offices and internal team to provide timely service to patients
• Ensure the accuracy of referral and patient data entered into system by verifying information received
• Ensure proper documentation and data is received in a timely manner
• Other duties as assigned

Requirements for Successful Job Outcomes:

• High School diploma or GED required; degree preferred
• Extensive customer service experience with phone contact, preferably in a call center environment
• Substantial experience working directly with providers in healthcare or DME setting
• Strong and solid experience working with insurance companies in the capacity of benefits & coverage, and authorizations
• Previous experience in medical device or other healthcare environments required
• Proficiency working with Microsoft Office suite
• Knowledge of medical terminology
• Familiarity of medical documentation
• Knowledge of Protected Patient Info and HIPAA laws
• Proven and recurring success working directly with sales teams preferred
• Experience with DME billing preferred
• Experience with Medicare part B coverage
• Experience with national payers
• Knowledgeable of insurance requirements with the ability to determine medical justification to ensure proper reimbursement
• Strong knowledge of medical insurance benefits and authorization processes

Salary range is $22.00-$30.00/hour plus bonus with the final agreed upon compensation to be based on individual qualifications, experience, and education.

Profile for Success:

You live the Company Core Values You are organized, can multi-task, and prioritize You are driven and highly motivated You are competitive You have outstanding attention to detail You can meet deadlines and get results You are excellent at customer service You are creative You are analytical and can solve problems You are a self-starter and directed You are patient centric and empathetic You are a critical thinker You are collaborative and coachable You persevere, are resilient, and determined You have strong communication skills You thrive in a fast-paced environment and learn fast You are eager and willing to improve You can adapt, are positive, and take accountability You are productive, get results, and win You like to earn $ and be recognized You love what you do and helping patients!