Patient Support Specialist

JOB SUMMARY

We are looking for a Patient Support Specialist professional who is seeking their next exciting opportunity in a complex and ever-evolving work environment! In this role you will be responsible for assisting patients, physician’s offices and referral sources with home respiratory equipment questions and orders. You will utilize your exceptional customer service and phone skills to assist with patient interaction, walk-ins, appointment scheduling, and maintaining patient records, all while facilitating a positive patient experience.

We are on the hunt for someone authentic who enjoys working with a fun, creative and diverse group of people. If you are passionate about patient care and take initiative to dive right in and help out where needed, we would like to talk to you!

ABOUT US

Here at Total Respiratory, 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. Total Respiratory’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

• Work positively as a team member alongside professionals who are providing respiratory care services to patients and their families in need.
• Perform duties of a broad nature while working in a fast-paced environment, which include ability to have decision making, problem solving, and excellent customer service skills.
• 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.
• Responsible for assembly, setup testing, and demonstration of equipment upon the order of a licensed physician.
• 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.
• Work with family or referral source and/or personnel on delivery and/or pick up arrangements.
• Support billing personnel, providing documents needed for reimbursement.
• Assist with overall daily operations including intake and quality assurance at existing and new locations.
• Instruct patients/clients in the proper use and care of equipment according to the written policies and procedures for that equipment.
• Rotate to various branches to support the business and patients, as business needs dictate.
• Support onsite Respiratory Therapist, assisting as a liaison between the company and the patient/client, family, caregiver, physician, and other healthcare agencies and staff on the case.
• Work with onsite and/or assigned Respiratory Therapist to implement discharge plans for agency patients/clients.
• Must be flexible and willing to provide support and/or coverage when primary staff is unavailable at various locations due to continued education, vacation, leave, etc...
• CONFIDENTIALITY: Ensuring compliance with confidentiality and data protection regulations, as required in healthcare.
• Support the organization by being loyal and informing management of areas of concern and problems to be resolved.
• Must be willing to work after normal business hours and on weekends.
• Perform all job functions with Company Mission, Vision, and Goal Statements in mind.
• Flexible attitude and willingness to take on extra tasks as necessary.
• Miscellaneous duties as assigned. This job description is not inclusive of all responsibilities and duties and can be changed by management discretion at any time.

EXPERIENCE & QUALIFICATIONS

• High degree of integrity.
• High school diploma or equivalent required.
• Ability to recognize the needs and concerns of people to result in constructive working relationships.
• People-sensitive characteristics with a genuine desire to help others.
• Ability to work safely and accurately with minimal supervision.
• Exceptional verbal, written and interpersonal communication skills.
• Excellent organizational, customer service, and time management skills.
• Ability to cater to diverse customer base, including ability to communicate effectively to referral sources, service agencies, and colleagues.
• Proficiency in MS Office Suite (Word, Excel, Outlook)
• Ability to demonstrate initiative, teamwork, and flexibility.
• Must be eligible to work in the United States.

SCHEDULE

• This is a full-time position that will require a 40-hour work week.
• Hours: Generally, 8:00 AM-5:00 PM, Monday-Friday.
• Overtime as needed.

NON-PATIENT CARE PHYSICAL REQUIREMENTS

(Includes Accounts Receivable, Finance, Compliance, HR, Oversite, and SR Executive Leadership (CEO/COO):) Physical demands associated with this position may include sedentary work to light work in an office setting. Requires prolonged sitting at a desk and frequent use of a computer, keyboard, and phone for various office-oriented tasks. Must be able to walk/move throughout the office to meet with staff. Occasional standing, walking, and lifting of office files or light equipment up to 10–20 lbs. is required. High manual dexterity and clear verbal communication skills are essential.

PATIENT CARE PHYSICAL REQUIREMENTS

(Includes all operational and patient-facing positions): Physical demands associated with this position may include sitting, walking, driving, standing, lifting, carrying, maneuvering equipment, and walking up and downstairs. Must be able to lift and carry up to 50 lbs. independently (e.g., portable oxygen concentrators and nebulizers). This may include frequent walking, standing, and climbing stairs while carrying medical equipment. Must have ability to stoop, kneel, and crouch to plug in, set up, or troubleshoot equipment. Manual dexterity including fine motor skills required to manipulate small medical components (such as cleaning tubing). Ability to safely operate a vehicle throughout shift, including frequent entry and exit of the vehicle. Must be able to work in various conditions and lift equipment in all-weather types.

REASONABLE ACCOMODATIONS

To perform this job successfully, an individual must be able to perform each essential duty applicable to their responsibilities satisfactorily. We are committed to complying with federal and state disability laws and will provide reasonable accommodations for qualified applicants and employees with known physical or mental limitations, provided such accommodations do not cause an undue hardship.

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

Total Respiratory and Rehab 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.