Account Liaison - Synapse

The Account Liaison at Accendra Health is responsible for developing strategic relationships within healthcare institutions to enhance patient care, managing interactions between external accounts, field operations, and internal teams. This remote role involves coordinating service concerns, supporting payor and medical group relationships, and participating in quality initiatives.

Location: Remote

Salary: $17.64 - $19.00 hourly

Responsibilities

• Tracks and trends service concerns to escalate and form action plans with supporting teams (Field, Customer Service, and Billing).
• Coordinates weekly with Apria senior leadership on payor trends and problem-solving scenarios.
• Supports regionally tailored account-related inquiries and escalations for local branch personnel.
• Conducts in-service training for both Apria and our account.
• Acts as single point of contact for regional payor representatives pertaining to escalations and service issues.
• Collects and graphs data specific to customer needs and presents action plans according to data read outs.
• Troubleshoots and resolves payor service issues by identifying problems and coordinating appropriate solutions.
• Handles customer needs and complaints in a timely manner.
• Assists with designated account points of contact, regarding products and services, available under the contract.
• Coordinates with physicians and medical groups.
• Assists with billing issue resolution as applicable. Conducting revenue adjustments, review of claims, AR, and escalates if additional resolution is needed.
• Assists with designated account leadership and medical personal with questions, concerns, and Apria patient history.
• Handles supervisor referral escalated calls related to payor service issues.
• Host/Leads calls with regional payor leaders (Kaiser) to review service issues and resolutions.
• Compiles service issues and formulates into payor facing templates to provide individual Kaiser regional responses.
• Attends weekly/monthly joint steering committee meetings with Apria senior leadership and regional leadership.
• Coordinates cross regional coverage for Durable Medical Equipment (DME) items.
• Performs other related duties as directed by supervisor.
• Participates in the institutions quality assurance/performance improvement initiatives as requested.

Requirements

• Education or experience equivalent to a high school diploma is required.
• At least one-year related experience is required.

Benefits

• Medical, dental, and vision care coverage
• Paid time off plan
• 401(k) Plan
• Flexible Spending Accounts
• Basic life insurance
• Short-and long-term disability coverage
• Accident insurance
• Teammate Assistance Program
• Paid parental leave
• Domestic partner benefits
• Mental, physical, and financial well-being programs