Customer Relations Liaison- Kingston, NY, ON-SITE

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers-and their patients-are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include:

* Medical, dental, and vision insurance, available on first working day

* 401(k), eligibility after one year of service

* Employee stock purchase plan

* Tuition reimbursement

The anticipated hourly range for this position is $27- 31/hour. The actual compensation offered may vary based on job-related factors such as experience, skills, education, and location.

This position requires a daily commute, Monday-Friday, into the local Apria branch in Kingston, NY. You will act as a main support system to the Sales Executive in the territory.

JOB SUMMARY

This role maintains relationships and favorable contacts with current accounts/patients and provides the ability to ensure patients have the required equipment to support their home healthcare needs.

ESSENTIAL DUTIES AND 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.

* 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.

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

* 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.

* 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.

Certificates, Licenses, Registrations or Professional Designations

* Must Poses a Valid Driver's License

SKILLS, KNOWLEDGE AND ABILITIES

* Business Acumen

* Problem Solving/Analysis

* Communication Proficiency

* Personal Effectiveness/Credibility

Computer Skills

* Basic skills in Access, Excel, PowerPoint, MS Project, Visio, Word

Language Skills

* English (reading, writing, verbal)

Mathematical Skills

* Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data

PHYSICAL DEMANDS

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this…