Respiratory Liaison

Position Summary 

The Respiratory Liaison serves as a central resource for patients, referral partners, and internal teams by coordinating patient care activities, processing orders, facilitating communication, and supporting market growth. This role combines operational support, relationship management, patient education, and business development activities to ensure an exceptional customer experience, positive patient outcomes, and sustainable market performance. 

Key Responsibilities 

• Coordinate the patient’s journey from referral through order fulfillment, equipment delivery, education, and ongoing support. 

• Process patient orders and ensure all required documentation, authorizations, prescriptions, and insurance requirements are obtained accurately and in a timely manner. 

• Serve as a primary point of contact for patients, referral sources, providers, and internal teams, responding to inquiries and resolving issues promptly. 

• Manage inbound and outbound patient and referral partner communications to support service excellence and timely patient care. 

• Educate patients on equipment use, therapy adherence, safety practices, and healthcare benefit requirements. 

• Build and maintain strong relationships with referral sources, provider offices, and key healthcare partners. 

• Partner with sales and operations teams to improve referral conversion, patient satisfaction, and overall market performance. 

• Identify opportunities to drive market growth through relationship development, service excellence, referral support, and patient retention. 

• Maintain accurate records and documentation while ensuring compliance with company, payer, and regulatory requirements. 

• Support quality, operational, and growth initiatives while contributing to overall branch and market objectives. 

Skills, Knowledge & Abilities 

• Strong customer, patient, and referral-partner focus with a commitment to delivering exceptional service and positive outcomes. 

• Excellent verbal and written communication skills, including the ability to effectively communicate in person, by phone, and electronically. 

• Proven ability to build and maintain productive relationships with patients, providers, referral sources, and cross-functional teams. 

• Strong organizational, time management, and prioritization skills with the ability to manage multiple tasks in a fast-paced environment. 

• Demonstrated problem-solving abilities with a proactive, solution-oriented approach to addressing patient, provider, and operational needs. 

• Self-motivated and action-oriented with the ability to work independently while exercising sound judgment and requiring minimal supervision. 

• Collaborative team player who works effectively across departments to support operational excellence, customer satisfaction, and market growth. 

• Ability to educate patients and caregivers by clearly explaining equipment, therapy, services, and insurance-related information. 

• Strong attention to detail and commitment to accuracy in documentation, order processing, compliance, and customer communications. 

• Intermediate proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint, with the ability to learn company software and electronic record systems. 

• Business acumen and understanding of how service excellence, operational effectiveness, and referral relationships contribute to market performance and growth. 

Qualifications 

• High School Diploma or GED required. 

• Minimum of two (2) years of customer service, healthcare, office, patient support, or referral management. 

• Experience working in a healthcare, medical equipment, patient services, or provider-facing environment preferred.