Join Us as a Patient Liaison in Watauga!

Position Summary:

Patient Liaisons have many responsibilities related to customer service, equipment, and service deliveries. In this vital role you will provide logistical, non-medical educational assistance to patients and caregivers as well as office and site of care staff, including physicians, nurses, etc.

This may include delivering medical equipment and supplies to patients in a timely and professional manner and teaching the patient how to use and maintain their equipment; initiating verification of patient insurance benefits;

Essential Functions and Job Responsibilities:

Be knowledgeable of and responsible for the current Lenity Light Hospice policies and procedures that apply to this position.

Represent Lenity Light Hospice in a professional manner in face-to-face contact with patients, referral sources, and hospital personnel.

Responsible for maintaining and increasing revenue from hospital/facility orders.

Develop and maintain a working knowledge of home equipment, insurance guidelines, eligibility, and reimbursement for patients

Responsible for fulfilling equipment orders and assuring that equipment is clean, in proper working order and quantities are correct, delivery instructions are correct, and required paperwork is taken to the patient.

Delivers/Picks up supplies and equipment in a courteous, accurate, and timely manner meeting the timely delivery goal for essential equipment.

Understands issues related to the most cost-effective delivery method for HME ordered.

Trains and educates patients and caregivers on the use of equipment and answers any inquiries they may have about services.

Informs new patients about their rights and responsibilities, whom to contact with questions, and how to contact the billing department. Responsible for informing patients about patient satisfaction surveys.

Responsible for initiating the insurance verification process and informing patients of their financial responsibility.

Discusses insurance coverage with the patient and arranges payment of the patient’s financial responsibility.

Responsible for obtaining signatures of patient or caregiver for each piece of paperwork including the delivery ticket, assignment of benefits, care plan, and waiver of liability.

Responsible for returning dirty equipment to the closet and tagging broken equipment, including the branch name and brief description of the problem, for return to the repair area.

Conducts sales & service rounds within the assigned hospitals, promoting products and services provided by Lenity Light Hospice to all health care professionals that they may encounter daily.

Increases referral volume from the facility by promotion within business lines and cross-selling among business lines through solicitation/facilitation of referral orders from referral sources.

Obtains all required information and medical documentation to ensure complete, accurate, and timely processing.

Coordinates with other departments to minimize delivery expenses and provide efficient service to customers.

Retain knowledge of and consistently adhere to procedures for the use of Personal Protective Equipment (PPE), infection control, and hazardous materials handling.

Maintain patient confidentiality and function within the guidelines of HIPAA.

Completes assigned compliance training and other educational programs as required.

Maintains compliance with Lenity Light Hospice Compliance Program.

Perform other related duties as assigned.

Competency, Skills, and Abilities:

Excellent verbal and written communication skills

Excellent customer service skills

Product and service knowledge

Ability to work independently and with a team

Strong analytical and problem-solving skills with attention to detail

Ability to prioritize and manage multiple projects

Possess mental alertness and the ability to properly treat confidential information.

Proficient computer skills and knowledge of Microsoft Office

Education and Experience Requirements:

LVN certification from an accredited college.

One (1) year of work related to health care, administrative, insurance, customer services, or management regardless of industry

The exact job experience considered must be DME, Diabetes, Incontinence Sales.

Valid and unrestricted driver’s license in the state of residence

Physical Demands and Work Environment:

Must be able to bend, stoop, stretch, stand, and sit for extended periods.

Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use.

The work environment may be stressful at times, as overall office activities and work levels fluctuate.

Subject to long periods of sitting and exposure to the computer screen.

May be exposed to hazardous materials, loud noise, extreme heat/cold, direct, or indirect contact with airborne, bloodborne, and/or other potentially infectious pathogens

May be exposed to angry or irate customers, patients, or referral sources.

Ability to utilize a personal computer and other office equipment.

Must be able to lift 30 pounds as needed.

Physical and mental ability to provide clinical assessments

Ability to travel independently throughout the service area.

Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.

Mental alertness to perform the essential functions of the position.