Customer Relationship Liaison

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

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

Certificates, Licenses, Registrations or Professional Designations

SKILLS, KNOWLEDGE AND ABILITIES

Computer Skills

Language Skills

Mathematical Skills

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 job include close vision and distance vision. Must be able to travel by plane and automobile (if applicable). In addition :

The physical demands and work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate. In addition :

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