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, as permitted by applicable federal and state laws and regulations, and within the employee’s authorized scope of duties, training and competency.
• 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, as permitted by applicable federal and state laws and regulations, and within the employee’s authorized scope of duties, training and competency.
• 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.
• Must be willing to work after normal business hours and on weekends.
• Assume full responsibility for actions, professional skills, and attitudes.
• Support the organization by being loyal and informing the branch manager / leadership of areas of concern and problems to be resolved.
• 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.

• Knowledge of Medicare, Medicaid, and private insurance requirements preferred. 
• 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.
• 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.

• 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 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.