HME Customer Service Liaison

Welcome! We're excited you're considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you'll find other important information about this position. The HME - Liaison supports the Customer Service team and referral sources to ensure timely and accurate fulfillment of HME needs. This role handles incoming calls from customers and referral partners, processes sales order, verifies documentation and ensures compliance with insurance and regulatory requirements. The Liaison educates customers on the safe use of medical equipment, coordinates delivery and follow-up and maintains a strong focus on customer satisfaction. Works closely with Hospital Case management to assist with discharge needs.

MINIMUM QUALIFICATIONS

EDUCATION, CERTIFICATION, AND/OR

LICENSURE

1. High school diploma or equivalent.

EXPERIENCE

1. Three (3) years in customer sales/customer service.

PREFERRED QUALIFICATIONS

EDUCATION, CERTIFICATION, AND/OR

LICENSURE

1. Advanced or associate's degree in business, or healthcare administration.

EXPERIENCE

1. Experience in home medical equipment or a healthcare setting. 2. Experience with ICD-10 and HCPC coding.

CORE DUTIES AND RESPONSIBILITIES

The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned. 1. Greet visitors and healthcare workers in a professional, courteous manner assessing needs and providing appropriate assistance. 2. Receives and processes sales calls from referrals and customers ensuring data is entered accurately and completely. Handles all equipment orders as designated. Properly makes notes in customer accounts. 3. Maintains current knowledge of Medicare, Medicaid, insurance regulations and accreditation guidelines. 4. Create and completes sales orders. Ensure prescriptions and any required face-to-face notes meet criteria for dispensing. Obtains and/or verify PAR is valid as needed and verifies insurance information is current. Research for additional documentation if needed. 5. Provides instruction on safe operation, maintenance and functions of medical equipment. 6. Monitor and follow up on open orders; work daily list and WIP reports to ensure timely processing. Ensures all possible sales orders are ready to be confirmed by the month end as possible. 7. Contacts and coordinates with referral sources to arrange ordered equipment and associated services. 8. Always ensures customer satisfaction through effective communication and positive customer service skills. 9. Safely and proficiently delivers, set-ups and instructs customers in various disciplines of home medical equipment. 10. Accurately completes required delivery forms and paperwork, including sales orders, patient agreements, Plan of Care, Delivery log, etc. 11. Maintain competency with all equipment provided to patients. Complete annual and as needed training. 12. Partner with facility Care Management team to coordinate discharges in a timely manner. 13. Educates Care Managers, providers and other relevant ancillary staff on insurance policy updates and requirements to qualify patients as needed. 14. Maintains a clean, organized workspace and restock supplies as needed. 15. Conduct periodic inventories of on-site consignment closets, places reorder and restocks as needed. 16. Coordinates with patient service technician to ensure seamless transition to home care.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 1. Ability to lift up to 20 pounds and perform a full range of body motions, including standing, walking, bending, kneeling, reaching overheard and using hands for fine manipulation. 2. Ability to use tools and equipment for the assembly of medical devices. 3. Prolonged periods of movements using proper body mechanics.

WORKING ENVIRONMENT

The work environment characteristics described here 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. 1. Exposure to fluctuating indoor and outdoor temperatures. 2. Frequent patient and customer interaction.

SKILLS AND ABILITIES

1. Maintain a professional, friendly demeanor during all interactions. 2. Demonstrates empathy and understanding to help customers obtain the equipment needed. 3. Strong multitasking skills with high attention to detail and ability to work independently and collaboratively. 4. Build and maintain strong relationships with customers and referral sources. 5. Proficient in reading writing, grammar, spelling and mathematical calculations.

Additional Job Description:

Scheduled Weekly Hours:

40

Shift:

Day (United States of America)

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

SHC WVUHS

Home Care Cost Center:

392

GHC Access Administration Address:

1 Medical Center Drive Morgantown West Virginia Equal Opportunity Employer West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. Thank you for your interest in working for WVUM. Please explore our open opportunities in the list below and apply for any positions in which you would like to be considered. You'll be able to keep track of your progress on our site. The West Virginia University Health System is West Virginia's largest health system and the state's largest employer with more than 3,400 licensed beds, 4,600 providers, 35,000 employees, and $7 billion in total operating revenues. The Health System is comprised of 25 hospitals - including J.W. Ruby Memorial Hospital, an 880-bed academic medical center, and the 150-bed WVU Medicine Children's Hospital in Morgantown, West Virginia - and five institutes. To learn more, visit WVUMedicine.org.