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.

About Us:

Total Respiratory is a fast-growing Durable Medical Equipment (DME) company that provides a wide variety of respiratory equipment, such as CPAPs/BiPAPs, oxygen concentrators, and other respiratory equipment. The company's mission is to meet the respiratory needs of patients by providing the highest quality respiratory equipment, supplies and customer service. Team members receive ongoing education and training so they stay knowledgeable about the latest home healthcare technology.

Responsibilities:

• Welcome patients and guests in a warm and friendly manner, check them in for appointments, and manage a multi-line phone system, handling a high volume of incoming calls and walk-in traffic.
• Provide basic CPAP equipment setup and demonstrate basic operation, use, and manufacturer-defined features in accordance with written instructions, established protocols, and applicable laws, within the employee's authorized scope.
• Demonstrate how to turn the CPAP device on and off, connect equipment and accessories, fill the humidifier chamber with distilled water, and replace manufacturer-recommended filters and supplies.
• Assist patients with manufacturer-provided mask sizing templates and tools, and demonstrate how to adjust headgear and straps for a comfortable fit.
• Demonstrate the device's Mask Fit or seal-check feature and explain the information displayed, without independently performing a clinical assessment of mask effectiveness or therapy.
• Demonstrate manufacturer-defined comfort features, such as climate or humidity controls, where permitted. The PSS will not independently modify prescribed pressure or other clinical therapy settings.
• Verify basic equipment functionality and connectivity, including cellular/data connections, and assist patients with connecting manufacturer-supported applications.
• Demonstrate how patients can access 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 on routine use, cleaning, maintenance, replacement supplies, and basic equipment care.
• Refer clinical questions, therapy concerns, intolerance issues, requests for changes to prescribed settings, or matters requiring clinical judgment to the licensed clinician assigned to the location.
• Perform equipment-related troubleshooting within manufacturer instructions and Company protocols, and escalate issues requiring clinical evaluation to the licensed clinician.
• Do not independently assess a patient's respiratory condition, interpret clinical results, recommend or modify prescribed therapy, or perform services requiring licensed respiratory care professional judgment.
• Work collaboratively with licensed respiratory care professionals and the patient care team to provide timely, professional 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 accreditation standards.
• Support incoming referrals and orders for delivery and pick up, including patient demographics, emergency contact information, insurance information and verification, physician information, diagnosis, and billing information.
• Complete verification of insurance for DME coverage and prior authorization information, including deductible, effective date, and claims address.
• Work with patients and clients to solve a variety of problems, acting as a Company field representative.
• Support billing personnel by providing documents needed for reimbursement.
• Assist with daily operations including intake and quality assurance at existing and new locations.
• Provide support and coverage when primary staff is unavailable at various locations.
• Ensure compliance with confidentiality and data protection regulations required in healthcare.
• Maintain professional accountability, support company core values, and proactively communicate operational concerns to the branch manager and/or oversight team.
• Perform other duties as assigned within the scope of the position.

Experience and 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. Clinical mask fittings or clinical patient assessments are excluded.
• Valid driver's license, clean driving record, reliable personal vehicle, and auto insurance for occasional home equipment delivery and/or backup travel between branch locations.
• Familiarity with telephone, fax, and MS Office Suite (Outlook, Word, Excel).
• Exceptional verbal, written, and interpersonal skills with a patient-centric, empathetic approach.
• High degree of integrity, initiative, teamwork, and flexibility under minimal supervision.
• Must be eligible to work in the United States.

Schedule:

• Full-time position requiring a 40-hour work week.
• Generally 8:00 AM to 5:00 PM, Monday through Friday.
• Must be willing to work after normal business hours and on weekends.

Non-Patient Care Physical Requirements:

Physical demands generally range from sedentary to light work in an office setting, including prolonged sitting, frequent computer and telephone use, occasional standing, walking, and lifting of office files or light equipment up to approximately 10-20 lbs. Manual dexterity and effective communication are required.

Patient Care Physical Requirements:

Depending on the position, physical demands may include sitting, walking, driving, standing, lifting, carrying, and maneuvering medical equipment, and ascending or descending stairs. Some positions involving delivery, setup, or service of medical equipment may require lifting and carrying equipment weighing up to 50 lbs. independently. Manual dexterity and fine motor skills may be required. Employees may work in varying indoor and outdoor environmental and weather conditions.

Reasonable Accommodations:

Total Respiratory is committed to complying with applicable federal and state disability laws. Reasonable accommodations will be considered for qualified applicants and employees with disabilities or limitations, unless doing so would impose an undue hardship or otherwise be inconsistent with applicable law.

Employment is contingent upon a satisfactory response from a Background Screening.

Total Respiratory believes in equal employment opportunity and does not discriminate on the basis of race, religion, color, sex, sexual orientation, national origin, ancestry, citizenship status, uniform service member status, marital status, pregnancy, age, medical condition, disability, or any other protected status in accordance with applicable federal, state, and local laws.