POSITION SUMMARY: The incumbent of this position delivers and instructs clients on all Durable Medical Equipment (DME) supplies and equipment in a prompt, efficient and courteous manner. Must be articulate, patient, and effective in working with customers and Company staff.
MINIMUM POSITION REQUIREMENTS:
• Education: High school diploma or equivalent. CRT, RRT, RST, or RPSGT is required and must be maintained in good standing with applicable licensing agencies.
• Experience: Prior experience in DME desirable. Must meet applicable driving requirements and able to be insured by Company. Prior experience in retail or customer service extremely helpful.
• Knowledge: DME training certifications helpful (i.e., CCSH) but not required. Knowledge of insurance coverage and terminologies is highly desired.
• Special Skills/Equipment: Excellent people skills, pleasant and able to work within tight delivery schedules. Good communication skills with clients of all decree. Accurate, dependable, and responsible. Bilingual communication skills are extremely desired. Must be patient and thorough in regards to training new employees.
• Physical Requirements:
Essential job duties and physical demands include and are not limited to: Must be able to maneuver around objects, climb stairs and/or work in relatively small spaces, bend over or stretch as necessary in equipment provision, operate telephone and manipulate small clerical items (e.g. paperclips, staples, etc.); ability to raise, lower, or transfer objects and supplies from one level to another; transport an object usually by hands, arms or shoulders; ability to bend, stoop, twist and lift and transfer up to 75 pounds in equipment. Must be able to meet company productivity standards as indicated by organization and manager. Must be able to hear, read, write and speak clearly to effectively communicate with department staff, other employees and community, and carryout essential functions. Must be able to handle sensitive issues, conflict with or among others, respectively direct and reinforce staff efforts; effectively plan and organize and prioritize work, think critically to both effectively plan and organize daily tasks. Must be able to deal with challenging work environment with time demands and occasional conflicting priorities. Maintain a positive and professional image and demonstrate self-directed learning to meet professional development and/or license requirements. Is responsible for maintaining all required licensure and certifications. At orientation and annually thereafter, must be able to meet Company competencies for position and area of specialty, as appropriate. Must have reliable transportation.
I. Provides supplies and equipment to patients according to Company’s Policy and Procedures.
· Instructs patients and new hires on use of equipment to include safety and effective operation.
· Informs patient about paperwork, billing, copays, rental agreements and other documents as required by Company. Collects co-insurance when applicable, and informs A/R department of billing problems.
· Contact clients on Company task list each morning to provide continuing patient support and ensure ongoing compliance. Works efficiently to ensure all tasks are completed and coordinates with other clinicians or front end staff if a potential conflict is noted.
· Reads and follows instructions on customer comments as noted in the patient’s written and or electronic medical record as well as the provider order. Reports to Manager any discrepancies that would cause poor service for client, or result in excessive operational expenses for the Company.
· Attends and actively participates in company in-services to continue to be well versed on the handling, instruction and cleaning of Company equipment.
· Documents important information for Company on invoices, such as asset numbers, check numbers and signatures.
· Prepares completed invoices neat and legibly for order entry and coaches new hires.
· Participates in the training of new hires.
II. Equipment Knowledge
· Has an excellent working knowledge of Positive Airway Pressure (PAP) devices and accessories (heated tubing, humidifiers, water chambers, interface components) and can successfully train both clients and new employees on safe and effective use. Incumbent is able to properly fit client with various interfaces and performs fitting with at least one nasal interface and one full face interface whit upright and supine. Education is verified by return demonstration verifying that the patient/caregiver is able to trouble shoot in the field.
· Has an excellent knowledge of Obstructive Sleep Apnea (OSA) including the signs and symptoms, therapy options not limited to PAP therapy (i.e., UPPP, positional therapy, oral appliance therapies), diagnostic indications and procedures, and risk factors.
· Has an excellent working knowledge of infection control procedures in particular with interface fitting, room preparation between patients (i.e. cleaning the exam table), etc. and can successfully train patients on proper infection control methods pertaining to their therapy and new employees on safe therapy and Company policies.
· Incumbent is able to trouble shoot equipment over the phone for clients. Incumbent is patient and is able to overcome barriers, such as communication, language problems, and client situation on the correct way to use Company equipment.
III. Vehicle Condition, Vehicle and Personal Safety.
· Any vehicle used for pre-approved Company business is kept clean and orderly, both inside and out.
· DME clinician fills out vehicle safety sheet prior to a pre-approved use of a personal vehicle for company use which includes i.e., checking fluid levels and vehicle insurance is active.
· DME clinician follows safety regulations as deemed by Company and regulations to include: no smoking, oxygen safety, wearing of weight belt and encourages others both verbally and by example.
· Equipment and supplies on vehicle are stored in such a way to prevent damage ensure infection control procedures are maintained.
IV. Team Work, client relations and quality assurance.
· Considered a “team player” amongst co-workers. Works well with other departments.
· Courteous and compassionate with customers and referral sources, and new employees. Understands delicate nature of business and demonstrates maturity and professionalism, sound judgment, and compassion.
· Responds to quality problems and implements solutions to correct behaviors.
V. Work independently and understands costs awareness
· Utilizes cellular phones within required budget.
· Comes to work ready to work in uniform. Appears neat and well groomed.
· Provides support for on-call. Works well with Management and has a positive attitude.
· Works independently on-call. Incumbent is able to make decisions in the best interest of Company when management support not available.
· Keeps room stocked to handle STAT scheduling requests.
· Able to effectively manage time and workload in addition to supporting co-workers as appropriate.
VI. Universal Criteria
FREEDOM TO ACT/ACCOUNTABILITY: The incumbent of this position must act independently, effectively and skillfully to provide DME and supply items to Company clients. The Incumbent must provide training and instruction on safe and effective use of equipment for Company clients/new employees and seek further assistance from superiors if incumbent feels that patient is not comfortable or able to operate equipment correctly. Incumbent acts in the best interest of Company and the client at all times, ensuring quality service and a profitable return. Incumbent must be able to articulate his/her job knowledge with new hires and all grades of DME clinicians.
Unless qualified by a specific written contract, employment at ECPAP shall be "at will" and terminable "at-will" by ECPAP or the employee with or without cause at any time. No representative of ECPAP has the authority to enter into an agreement with an employee for any specified period of time or to make any agreement contrary to the foregoing without written approval by the Partners. No contractual relationship exists between ECPAP and its employees regarding employment duration, benefits or any other aspects of employment. Oral statements and representations are not binding on the organization. Any modifications to the foregoing must be made in writing by the Manager and approved by the Partners.