Onsite Customer Care Representative - Tampa, FL

Onsite Customer Care Representative

InfuSystem is a leading national health care service provider, facilitating outpatient care for durable medical equipment manufacturers and health care providers by delivering ambulatory pumps and supplies, along with related clinical, biomedical and billing services, to practices and patients nationwide. With a comprehensive suite of services, InfuSystem improves clinician access to quality medical equipment and promotes patient wellness and safety while reducing the overall cost of infusion care.

InfuSystem offers Oncology, Pain Management and Wound Care therapies, including Negative Pressure Wound Therapy. The company's Durable Medical Equipment (DME) Services are composed of direct payer rentals, pump and consumable sales, and biomedical services and repair, including on-site and depot services. InfuSystem provides the sale, rental, lease and associated supplies, including infusion pumps, nerve blocks for acute pain, nerve block catheters, postoperative pain pumps, central venous catheters, IV pumps, pole-mounted pumps, syringe pumps, enteral pumps, Huber needles, clean room supplies, IV extension tubing, pump tubing, ambulatory pumps, replacement pumps, disposable products, central venous access devices, closed system transfer devices, negative pressure wound therapy vacs, wound vac, and chemotherapy and oncology infusion pumps. Biomedical services include both on-site and depot preventive maintenance, repair and warranty services, ranging from equipment inspections to extensive repairs, including compression device systems, defibrillators, EKG machines, electrosurgical units, external pacemakers, humidifiers, infusion pumps, LCDs, light sources, modules, patient monitors, printers, pulse oximeters, telemetry transmitters and tourniquets all completed to factory specifications.

Headquartered in Rochester Hills, Michigan, InfuSystem delivers local, field-based customer support and operates Centers of Excellence in Michigan, Kansas, California, Massachusetts, Texas and Ontario, Canada.

Under the direction of the Customer Care Manager, the Onsite Customer Care Representative is responsible for maintaining Moffitt Cancer Center, account in Tampa, FL. Certain hospitals, clinics and other medical centers now require InfuSystem to provide proof of vaccinations prior to entering their facilities. Your role may require proof of vaccination for us to receive the accreditation credentials needed to effectively service our customers.

In this role, the ideal candidate will:

• Work with Nursing to get patient consents
  • Obtain consent if/when possible
  • Determine best practice to notify nurses of new starts/restarts needing a consent signed
  • In-service new hires on process
• Access to Moffitt's EMR
  • Upload patient progress notes and VA authorizations to Express
  • View patient schedules to assist with consents
  • Notate at-home disconnects and ensure pumps are returned to InfuSystem
• Assist Moffitt staff
  • Clean pumps at MCC to re-issue OR help box and return, if that's your preference
  • Help ordering/keeping PAR of supplies
  • Assign serial numbers at MCC when possible
  • Enter RGAs for any pump malfunctions
  • Maintain appropriate utilization of pumps
  • Handle customer complaints
• Orders
  • Identify missing order information necessary to bill (ie: dx codes, doc names, drug regimens)
  • Capture doctor signatures we are missing
  • Obtain a paper recert, if ever necessary
• Other duties as assigned

Supervisory responsibilities: No supervisory or management responsibilities.

The ideal candidate will have the following qualifications:

• Clinical background
• Knowledge of Microsoft Office products, specifically Word, Access, and Excel
• Strong telephone skills
• Professional, organized, detail-oriented
• Ability to multi-task
• Ability to write routine reports and correspondence
• Current valid driver's license

Education and or experience: Bachelor's degree (B. A.) from four-year college or university; or one to two years' related experience and/or training; or equivalent combination of education and experience. Healthcare experience required.

Personal and professional attributes: The ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes:

• Strong work ethic
• Sound judgment
• Proven written and verbal communication skills
• Natural curiosity to pursue issues and increase expertise
• Pursue and design innovative analytical performance metrics
• The courage to promote and defend ideas and analyses
• Passionate about InfuSystem and serving customers and patients
• Strives to make an impact on improving our business processes and results
• Exemplary honesty and integrity
• Ability to collaborate effectively and work selflessly as part of a team

Language skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer skills: To perform this job successfully, an individual should have knowledge of Database software, Spreadsheet software and Word Processing software.

Certificates, licenses, registrations: Current driver's license

Other qualifications: Must have reliable transportation to travel to other Moffitt locations within the Tampa, FL area.

Physical demands: While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Comprehensive benefit package: At InfuSystem, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer perks and programs that help you grow in your career and make InfuSystem a great place to work!

• Health plan options that include an employer contribution
• Health Savings Account
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• Dental and Vision premiums covered by InfuSystem
• 401(k) with a specified Company Match
• Life Insurance, STD & LTD
• Employee Stock Purchase Program
• Tuition Assistance
• Generous Paid Time Off plan
• Paid Parental Leave
• Employee Assistance Program
• Competitive Pay
• Direct Deposit
• Employee Referral Bonus