SUMMARY: The Hospital Liaison serves as a vital link between healthcare providers, patients, and Hart Medical Equipment. This role focuses on facilitating smooth communication and coordination of care, ensuring patients receive timely and appropriate services. Responsibilities include managing referrals, educating patients and maintaining strong relationships with hospital staff and community partners.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
✓Assists all internal and external customers in a professional manner.
✓Maintain a positive, empathetic and professional attitude toward customers at all times.
✓Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services.
✓Establish relationships with referral sources such as physicians, hospitals, case managers, social workers, clinicians, medical assistants, etc. in order to grow the business and improve communication and operations.
✓Grow the business in your respective hospital.
✓Prepare presentations to present to referral sources
✓In-service referral sources and provide meetings
✓Work with referral sources to ensure proper documentation
✓Sell/educate referral sources on the components of DME services and explain the interrelation of these services with healthcare payers
✓Acquire and retain strong product knowledge
✓Coordinates home equipment service request with Dispatch for prompt delivery.
✓Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
✓Provide customers with product and service information.
✓Maintain current knowledge on Medicare, Medicaid and third party payer sources for equipment.
✓Verifies medical necessity, insurance coverage and physician orders for all insurance assigned services.
✓Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.
✓Understanding and striving to meet or exceed department metrics while providing excellent customer service.
✓Making sales or recommendations for products or services that may complement client needs, as applicable.
✓Other duties as assigned by management.
✓High school diploma or general education degree (GED).
✓6 months of relevant customer service experience preferred.
✓Excellent interpersonal, written and oral communication skills.
✓Customer service orientation
✓Attention to detail
✓Good data entry skills
✓Proficiency with computers, with strong typing skills
✓Ability to work in a fast paced environment
