Patient Support Specialist
Job Description Job Description 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. Consistent attendance and strict punctuality are crucial to our operations, as any absence directly impacts our business and most importantly, our patients. Location Support: This position supports two clinic locations, with 3 to 4 days per week in Louisville and 1 to 2 days per week in Elizabethtown. ABOUT US Here at Total Respiratory (the “Company”), we are 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. Total Respiratory has been the best source for respiratory medical supplies and equipment because of our superior commitment to providing our patients with the absolute best in product quality and customer care! Our highly trained staff help make the best choices for patient needs, while providing friendly service and expert advice. Every effort is made to ensure the patient experience is as pleasant and efficient as possible. The Company’s mission is to meet the respiratory needs of our patients by providing the highest quality respiratory equipment, supplies and customer service. We ensure that members of our team receive ongoing education and training so that they are knowledgeable about the latest home healthcare technology and provide care with the highest quality service. 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. Strong commitment to reliability, with a history of excellent attendance and punctuality. You understand that showing up on time directly impacts our team's daily operations and the overall well-being of our patients. 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. SCHEDULE This is a full-time position that will require a 40-hour work week. This position may have an on-call rotation. Hours: Generally, 8:00 AM-5:00 PM, Monday-Friday. Must be willing to work after normal business hours and on weekends. NON-PATIENT CARE PHYSICAL REQUIREMENTS Generally includes Accounts Receivable, Finance, Compliance, Human Resources, Oversite, and Senior Executive Leadership (CEO/COO). Physical demands associated with these positions generally range from sedentary to light work in an office setting. Positions may require prolonged sitting at a desk and frequent use of a computer, keyboard, telephone, and other office equipment. Employees must be able to move throughout the office as necessary to perform job responsibilities and interact with staff. Physical demands may include occasional standing, walking, lifting, carrying, and/or moving of office files, supplies, or light equipment weighting approximately 10–20 lbs. Manual dexterity and the ability to communicate effectively are also required. PATIENT CARE PHYSICAL REQUIREMENTS Generally includes Operational, Sales, Delivery, and patient-facing positions. Depending upon specific position and its essential functions, physical demands associated with this position may include sitting, walking, driving, standing, lifting, carrying, maneuvering medical equipment, and ascending or descending stairs. Some positions involving the delivery, setup, service and/or handling of medical equipment may require the ability to lift and carry equipment (e.g., portable oxygen concentrators and nebulizers) weighing up to 50 lbs. independently. Duties may include frequent walking, standing, and climbing stairs while transporting medical equipment, and stooping, kneeling, crouching, reaching, or bending to set up, connect, inspect, clean or troubleshoot equipment. Manual dexterity and fine motor skills may be required to manipulate equipment and components (such as cleaning tubing). Positions involving driving require the ability to safely operate a vehicle and may involve frequent entry into and exit from vehicle throughout the workday. Depending upon position, employees may also be required to perform job duties in varying indoor and outdoor environmental and weather conditions. REASONABLE ACCOMODATIONS: To perform a position successfully, an employee must be able to perform the essential functions of the position, with or without accommodation. 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 the principle of and practice of equal employment opportunity. The Company is committed to providing equal opportunity in all of its employment practices, including the selection, hiring, promotion, transfer, and compensation of all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, national origin, ancestry, citizenship status, uniform service member status, marital status, pregnancy, age, medical condition (including cancer-related or HIV/AIDS-related), disability or any other protected status in accordance with the requirements of all federal, state, and local laws.
