SA3 & SA4 - Retention and Patient Services Liaison - 22.06

BASIC FUNCTIONS:

• As the Retention and Patient Services Liaison, you will be responsible for performing patient satisfaction surveys to patients ending their services under Part A and identifying appropriate candidates for Part B services. Once patients accept services, you will gather all missing demographic and insurance information in order to make a referral to our on boarding team. You will be also responsible to screen Part B referrals received to ensure all needed information is submitted, there will be times when outreach to those patients is needed, and this will be clearly stated. You must be proficient in Microsoft Office.
• As the Retention and Patient Services Liaison, you will maintain and further develop relationships with patients and to ensure a great working relationship and additional business opportunities. Excellent communication, organizational, interpersonal and problem solving skills are also required for this role.

COMPETENCIES NEEDED:

Handle extremely high volume of calls and emails while providing excellent customer service to ensure patient satisfaction while staying within company guidelines.

• Evaluate patient service experience by performing customer satisfaction call on patients ending their Part A services.

• Assist with the continuation of patient care by onboarding patients for Part B using proactive sales techniques.

• Though onboarding call, gather customer information thoroughly and efficiently, this includes verifying demographic information and obtain primary and secondary insurance.

• Initiate outreach on outside Part B Referrals if/and when needed and communicate with Business Development Team.

• Perform insurance verification on patient interested in continuing care and received referrals.

• Request Medical Orders from patients medical provider.

• Maintain and exceed monthly goals for patient onboarding.

• Maintain and develop excellent relationships with providers.

• Cross-train and provide back-up for other patient service, this could include assistance with other tasks when needed.

• Participate in bi-weekly team meetings.

KEY RESULT AREAS:

• Accuracy

• With Retention Skills

QUALIFICATIONS:

• Quality Assurance

• Familiar with the healthcare/therapy industry