Onsite Customer Care Representative - City of Hope Duarte

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.

SUMMARY:

Under the direction of the Manager of Customer Care, the Onsite Customer Care Representative is responsible for improving & maintaining the outpatient ambulatory pump program & services for City of Hope Cancer Center - Duarte, CA. 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.

COMPENSATION:

The expected salary range for this position is $55,000 - $60,000 per year . Starting compensation will be determined based on the candidate's relevant healthcare experience, education, skills, and overall qualifications.

IN THIS ROLE, THE IDEAL CANDIDATE WILL:

• Patient Information: Assist with improving and/or maintaining the Patient Information Workflow
  • Determine best practice to notify nurses of new starts/restarts needing a consent signed
  • Obtain consent if/when possible
  • In-service new hires on process
  • Utilized express.infusystem.com to update patient information
  • Notate at-home disconnects and ensure pumps are returned to InfuSystem
  • Identify missing patient information necessary to bill (ie: dx codes, doc names, drug regimens)
  • Troubleshoot Patient Information Workflow issues on a daily basis

• Ambulatory Pumps & Supplies:
  • Coordinate with InfuSystem Courier for appropriate number of pumps/supplies
  • Help ordering/keeping PAR of supplies
  • Assign serial numbers within express.infusystem.com for tracking purposes
  • Enter RGAs for any pump malfunctions
  • Maintain appropriate quantity of pumps
  • Follow up with patients that have not returned assigned pumps
  • Handle and if necessary escalate customer complaints
  • Troubleshoot Pump & Supply issues on a daily basis

• Other duties as assigned

SUPERVISORY RESPONSIBILITIES:

No supervisory or management responsibilities.

THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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

SCHEDULE:

• This is a full-time, 40-hour-per-week, on-site salaried position.
• Daily start and end times offer flexibility based on business needs and employee preference.
• Examples include: 7:00 a.m. – 3:00 p.m., 8:00 a.m. – 4:00 p.m., or 9:00 a.m. – 5:00 p.m.
• Schedule may vary slightly by day to accommodate workload and priorities.

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 location within the Tampa, FL area.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 (HSA)
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• Dental and Vision premiums covered by InfuSystem
• Life Insurance, STD & LTD
• Paid Parental Leave
• Adoption and Fertility Assistance
• 401(k) with a specified Company Match
• Employee Stock Purchase Program
• Tuition Assistance
• Generous Paid Time Off plan
• Employee Assistance Program
• Competitive Pay
• Employee Referral Bonus