Patient Support Specialist

Job Summary

Responsible for assisting patients, physician’s offices and referral sources with home respiratory equipment questions and orders. During the initial setup you will help guide the patient through a hands-on, non-clinical demonstration of their CPAP equipment, as per written manufacturing instructions. You will utilize your exceptional customer service, often serving as the first point of contact greeting patients and customers in person and over the phone to assist with walk-ins, appointment scheduling, and maintaining patient records, all while facilitating a positive patient experience.

Responsibilities

• Welcome patients and guests in a warm and friendly manner, assisting patients and customers in a proactive and efficient manner, checking them in for appointments, and managing a multi-line phone system, handling a high volume of both incoming phone calls and walk-in traffic.
• Provide basic CPAP equipment setup for patients and demonstrate basic operation, use, and manufacturer-defined features in accordance with written instructions and established protocols, as permitted by applicable federal and state laws and regulations, and within the employee’s authorized scope of duties, training, and competency.
• Demonstrate to patient how to turn the CPAP device on and off, connect equipment and accessories, fill humidifier chamber with distilled water to appropriate fill line, and replace manufacturer-recommended filters and supplies.
• Assist patients using manufacturer provided mask sizing templates and tools to identify appropriate mask cushion size and demonstrate how to adjust manufacturer-designed headgear and straps for a comfortable fit.
• Demonstrate use of the device’s manufacturer-provided Mask Fit or seal-check feature and explain the information displayed by the device, without independently performing a clinical assessment of mask effectiveness or therapy.
• Demonstrate manufacturer-defined patient adjustment comfort features, such as climate or humidity controls, when permitted by manufacturer’s instructions and established Company protocols. The PSS will not independently modify prescribed pressure or other clinical therapy settings.
• Verify basic equipment functionality and connectivity, including the device’s cellular/data connection, and assist patients with connecting or synching manufacturer-supported applications.
• Demonstrate how patients can access and view device-generated usage, sleep and adherence information through the manufacturer's application or equipment display.
• Provide patients with manufacturer-provided instructions and Company approved educational material regarding routine equipment use, cleaning, maintenance, replacement supplies, and basic equipment care.
• Refer clinical questions, therapy concerns, intolerance uses, request for changes to prescribed settings, or matters requiring clinical assessment or professional judgement to the licensed clinician assigned to location.
• Perform equipment-related troubleshooting within manufacturer instructions and established Company protocols and escalate issues requiring clinical evaluation or modification of prescribed therapy to the licensed clinician.
• Do not independently assess or evaluate a patient’s respiratory condition, interpret clinical results, recommend or modify prescribed therapy, change prescribed pressure settings, or perform services requiring the skill, knowledge, or professional judgement of a licensed respiratory care processional.
• Work collaboratively with licensed respiratory care professionals and other members of the patient care team to provide timely, professional, and appropriate support to patients and their families.
• Maintain accurate documentation of equipment setup, education provided, equipment issued, and other required information in accordance with Company procedures, payer requirements, and applicable accreditation standards.
• Perform other appropriate patient support and equipment related duties within the scope of the position while demonstrating sound judgment, problem solving abilities, excellent customer service, and professionalism.
• Support incoming referrals and orders for delivery and pick up (including but not limited to) patient demographics, emergency contact information, insurance information and verification, physician information, diagnosis, and billing information.
• Must remain flexible and open minded with change and comfortably manage transitions from task to task effectively.
• Complete verification of insurance for DME coverage and prior authorization information, (including but not limited to) deductible, effective date, and claims address.
• Work with patients/clients to solve a variety of problems, thereby acting as a Company field representative.
• Support billing personnel, providing documents needed for reimbursement.
• Assist with overall daily operations including intake and quality assurance at existing and new locations.
• Must be flexible and willing to provide support and/or coverage when primary staff is unavailable at various locations due to vacation, leave, etc...
• CONFIDENTIALITY: Ensure compliance with confidentiality and data protection regulations, as required in healthcare.
• Maintain professional accountability, support company core values, and proactively communicate operational concerns or problems to the branch manager and/or oversite team.
• Flexible attitude and willingness to take on extra tasks, as necessary.
• Miscellaneous duties as assigned and as permitted by applicable federal and state laws and regulations, and within the employee’s authorized scope of duties, training, and competency. This job description is not inclusive of all responsibilities and duties and can be changed by management discretion at any time.

Experience & Qualifications

• High school diploma or equivalent required (associate or bachelor’s degree in healthcare administration or business is a plus).
• Prior DME intake, billing, or authorization experience is preferred.
• 1 to 2 years of experience in a medical office, DME company, medical billing department, or healthcare customer service environment preferred.
• Non-clinical CPAP setup experience preferred (e.g., technical machine configuration to written orders and basic troubleshooting; strictly excludes clinical mask fittings or clinical patient assessments).
• Valid driver’s license, clean driving record, reliable personal vehicle, and auto insurance for occasional home equipment delivery and/or travel to provide backup support to various branch locations.
• Familiarity (or ability to easily adapt) in office setting with telephone, fax and MS Office Suites (Outlook, Word, Excel) knowledge.
• Exceptional verbal, written, and interpersonal skills with a patient-centric, empathetic approach to a diverse customer base.
• High degree of integrity, initiative, teamwork, and flexibility under minimal supervision.
• Must be eligible to work in the United States.