customer relationship liaison
Owens & Minor
- Fife, WA
- $23.04-33.86 per hour
- Permanent
- Full-time
- Medical, dental, and vision insurance, available on first working day
- 401(k), eligibility after 30 days of employment
- Employee stock purchase plan
- Tuition reimbursement
- Development opportunities to grow your career with a global company
- 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.
- 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.
- Minimum of three years driving history required.
- 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 complaint 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.
- Must Poses a Valid Driver’s License
- Business Acumen
- Problem Solving/Analysis
- Communication Proficiency
- Personal Effectiveness/Credibility
- Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word
- English (reading, writing, verbal)
- Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data
- Regularly required to use hands to write, use computer, operate a motor vehicle, use a hand-held device, telephone and use a document imaging system and manipulate documents.
- Regularly required to read documents and write neatly, legibility and transcribe accurate information and numbers/values.
- Employee continually engages in activities that require talking and hearing.
- This position requires frequent variations including sitting, walking, standing, kneeling, reaching or stooping.
- The employee must be able to safely operate and possess and maintain a valid driver’s license, specific to vehicle operated in the conduct of this job.
- Specific vision abilities required to perform this job safely include close vision, distant vision, night (low to limited light) vision and the ability to adjust focus to work on a computer and read documents.
- The position requires occasional lifting and/or moving items up of to 25 pounds frequently and occasionally up to 40lbs.
- The employee is required to inspect and safely operate a motor vehicle during the day and night and in a wide range of weather and traffic conditions.
- The noise level in the work environment is varies based on the locations or activities proximate to which can range from low to high.
- There is moderate exposure to dust, fume, mists and odors.
- Temperature ranges from normal indoor climate-controlled environment in buildings or vehicles and various outdoor conditions and temperature extremes encountered throughout the year in a variety of US states.
- General lighting is generally provided via florescent lighting indoors, and natural lighting outdoors, and low light conditions consistent with outdoor and/or night working environment.
- May be required to receive vaccinations and participate in medical assessments and testing consistent with the work environment or patients exposed to.
- Will be required to wear various personal protective equipment consistent with the hazards encountered in this role.