Patient Service Technician

Description

Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. We are looking for driven individuals to come grow with us.

Let’s start with what’s important to you. The Benefits.....

• Medical Insurance- multiple plans to choose from
• Dental & Vision Insurance
• Short Term Disability & Long Term Disability Options
• Life Insurance
• Generous PTO plan
• Paid Holidays
• 401K
• 401K match
• Competitive Pay

Position:

Patient Service Technician

SUMMARY:

The Patient Service Technician (PST) is responsible for the delivery, set-up and pick up of DME and respiratory equipment and supplies to home care patients. The PST is often involved in instructing patients on the proper use and care of equipment. Most importantly, the PST often serves as THE representative of the company to its customers and must have a strong customer service orientation. As part of the patient care team, the driver technician needs to stay aware of changes in patient’s conditions and needs, and make certain those concerns are shared with other appropriate staff. PRIMARY RESPONSIBILITIES

PRIMARY RESPONSIBILITIES:

Delivery

• Deliver, set up and pick up DME equipment, supplemental oxygen products, and supplies to home care patients and commercial accounts within a prescribed and assigned geographical area.

• Organize and pick product and load in the proper order delivery

• Complete deliveries, new patient set ups and equipment returns efficiently and safely per company and regulatory guidelines. Make concentrated effort to meet scheduled delivery time. Call customer if unable to deliver or pickup on time

Driving

• Practice safe driving habits and proper safety precautions.
• Work with dispatch to create most efficient delivery routes.
• Posses and maintain good knowledge of geographical area and road conditions.
• Responsible for vehicle and equipment while on delivery/pickup.

Infection Control

• When dealing directly with customers, execute proper hand-washing technique between patients.
• Wear gloves when exchanging disposables or picking up dirty equipment.
• Identify, properly handle and dispose of hazardous materials and waste such as needles, disposables, which have had contact with bodily fluids.
• Bag all dirty equipment and isolate it from clean equipment in vans and the warehouse

Equipment Assembly

• Assist, when necessary, with the pulling of equipment and supplies from the warehouse as prescribed on patient/client delivery tickets.
• Provide skilled assembly and inspection of equipment as needed.
• Prepare new equipment set-up packets.

Patient Instruction

• Provide patient/client orientation and instruction on the proper use of equipment, when applicable. As appropriate, this process is done unsupervised or under the supervision of a clinical team member. Know the appropriate requirements and company policy.
• Be able to solicit sales of new or additional products or services by suggesting additional follow-up items relative to the patient’s diagnosis.

Documentation and Collections

• Communicate the customers the financial responsibility regarding copays, deductibles or full amounts as necessary and collect those payments.
• Deliver company patient packet including patient rights, financial responsibility, etc.
• Complete delivery and pickup paperwork promptly and accurately, gathering the appropriate insurance information, including: patient signatures and acknowledgements, dates.
• Return paperwork to the appropriate personnel.
• To meet driving regulations, prepare accurate, legible and timely paperwork to comply with company and regulatory requirements, and to document your activity. (Daily route sheet, work orders, driver log. etc.).

Customer Service

• Work with the understanding that you are THE primary representative of our company to most of our customers.
• Provide skillful responses to grieving, upset or difficult customers. Work proactively with patients/clients to solve a variety of problems, acting as a company field representative.
• Offer compassionate and positive interactions with customers.
• Maintain proper confidentiality at all times when responding to customers.

Patient-Home Assessment

• Be able to assess home safety, accessibility and patient / customer status and needs. Complete appropriate forms.
• Communicate with our company when seeing a change in patient status and/or environment. Observe and report customer needs, rental equipment problems, competitor actions and ideas to improve services.

Emergency Preparedness and Disaster Plan

• Maintain knowledge of basic home safety.
• Know your role in detail as a part of the company's emergency preparedness and disaster plan. Know and follow the emergency response time policies and procedures

Oxygen Delivery and Safety

• Know and follow all FDA, OSHA, and DOT regulations, company policies and procedures and safety regulations. • Be especially aware of customer needs in oxygen, providing proper back-up and implementing proper safety procedures and handling.

On Call

• Take on call time on a predetermined, rotating basis. Respond quickly, within corporate guidelines. • When appropriate, first help customer problem solve on the telephone.
• Follow up with an on site visit if necessary within corporate guidelines and document the call.

Cleaning and Disinfecting Equipment

• Maintain or assist with maintaining appropriate storage of clean and dirty equipment.
• Return dirty equipment and keep it isolated in Dirty area until cleaned. Avoid cross traffic through clean area with dirty equipment.
• Appropriately clean and disinfect equipment as required, utilizing the proper PPE (Personal Protective Equipment). Note items that need repair according to company procedures.
• Follow company’s bagging and tagging procedure.
• Place items back in stock on a daily basis.

Vehicle Maintenance

• Be proactive in maintaining company owned vehicles in good running order.
• Keep vehicle interior and exterior clean and professional in appearance.
• Perform daily preventive maintenance, as required, on assigned vehicles.
• Report mechanical irregularities immediately and follow through on making certain repairs are done.

Maintenance

• Maintain the warehouse area in a neat and orderly fashion.
• Assist in maintenance of entire structure as needed.
• Maintain and water landscaping around the building.
• Perform special maintenance and construction projects as needed and requested

Shipping and Receiving

• Possess skill in efficient preparation of products for shipping on a daily basis.
• Choose the most cost effective shipping.
• Receive all items shipped on a daily basis. Verify accuracy of shipment, notify appropriate parties of shipments received and record properly for inventory purposes. New equipment needs to be unpacked, noted for inventory and stocked quickly.
• Notify vendor and purchasing of damage or shortage immediately and follow up

Inventory

• Assist in maintaining proper inventory and consistent stocking of appropriate equipment and supplies.
• Place all items received for stock into their appropriate locations on a daily basis.
• Perform accurate physical inventory as required by the company, including input into the computer inventory record

Rules and Regulations

• Comply with all applicable company policies, procedures, and patient protocols.
• Comply with all current government regulations and professional standards respecting patient care, including those of accrediting organizations.
• Maintain knowledge of follow all policies and procedures regarding equipment repair as outlined in FDA, OSHA, DOT, accreditation and others policies and procedures.
• Treat all information and data within the scope of the position with appropriate confidentiality and security and understand and adhere to all state and federally mandated standards regarding confidentiality and patient rights.

Professional Approach

• Display on time attendance and dependability.
• Maintain the company’s image and reputation at the highest possible level.
• Conduct oneself in a professional and ethical manner at all time, including personal appearance and appearance of the workplace.
• Maintain a neat appearance. Wear a name badge as required or requested.

Confidentiality and Compliance

• Treat all information and data within the scope of the position with appropriate confidentiality and security.
• Understand and practice the rules regarding patient confidentiality, HIPAA and compliance, and safety. Adhere to all state and federally mandated standards regarding confidentiality and patient rights.

Poise

• Display good common sense when faced with new or unfamiliar situations.
• Maintain a cool head when crisis situations occur.
• Deal effectively with stress.

Relating to Others in the Workplace

• Positively resolve conflict situations.
• Provide input to management to improve workplace function.
• Take initiative to improve processes and communication in the workplace.

Planning and Organization

• Show attention to detail and maintain accuracy in all that you do.
• Be able to work on multiple tasks at a time. Plan and prioritize activities to achieve results and meet deadlines
• Create a workable routine, with or without direct supervision.

Creativity

• Not being limited to what’s been tried before, evaluate and implement new ideas to improve efficiency and responsiveness.
• Come up with creative alternatives and solutions to pressing problems.
• Think strategically, understanding how one action impacts another.

Knowledge

• Excellent knowledge of the equipment we sell, its care and maintenance, and the types of customers to whom we sell and their needs.
• Understand of the reimbursement process.
• Knowledge of rules and regulations of OSHA, DOT, Medicare, accrediting bodies and other agencies as they impact the care and distribution of HME .
• Excellent knowledge in your area of specialty.
• Understand and practice the rules regarding patient confidentiality, HIPAA and compliance, and safety.

Work Conditions

Physical Demands – The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. • Work of medium physical demand, frequently requiring lifting and carrying items weighing up to 75 pounds. Frequent stooping and bending when handling equipment and supplies. Regularly requires sitting, standing or driving vehicles for extended periods of time. • Ability to withstand working in an open environment, where both heat and cold may be extreme. • Good fine motor dexterity and cognitive ability for driving and command of the senses to a level appropriate for driving and instruction to customers, including vision, hearing and speech. Mental Demands • This job requires the ability to think quickly in response to both customer requests and customer complaints. • Fluency in English or English and Spanish (read, write and speak) is required as the overwhelming majority of customers and contacts communicate only in that (those) languages. • This person must be able to maintain sharp focus, be organized and meet objectives. • Ability to calculate figures and amounts and to double-check those figures.

DISCLAIMER

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

Requirements

Qualifications

High School diploma or equivalent required

Excellent customer relations, communication and teaching skills

Excellent driving record

Two years of HME/DME experience

Delivery and stockroom experience

Computer skills helpful

*All hires are contingent on a successful background check and Quipt is an

equal opportunity employer.