HME Customer Service Liaison

Hme – Liaison

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:

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, sets-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:

1. Ability to lift up to 20 pounds and perform a full range of body motions, including standing, walking, bending, kneeling, reaching overhead 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:

1. Exposure to fluctuating indoor and outdoor temperatures.

2. Frequent patient and customer interaction.

Skills and Abilities:

1. Maintain a professional, friendly demeanor during all interactions.

2. Demonstrates empathy and understanding to help customers obtain the equipment needed.

3. Strong multitasking skills with high attention to detail and ability to work independently and collaboratively.

4. Build and maintain strong relationships with customers and referral sources.

5. Proficient in reading writing, grammar, spelling and mathematical calculations.

Additional Job Description:

Scheduled Weekly Hours: 40

Shift: Day (United States of America)

Exempt/Non-Exempt: United States of America (Non-Exempt)

Company: SHC WVUHS Home Care

Cost Center: 392 GHC Access Administration

Address: 1 Medical Center Drive Morgantown West Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.