CPAP Therapy Consultant

Air Liquide Healthcare Australia are a leading and dedicated supplier of medical gases, homecare and sleep services. We specialise in respiratory diseases and have a strong reputation in sleep diagnostics and CPAP therapy.

The underlying objective of this position is to carry out services and sales duties in dealing with patients over the counter and over the phone. The main products sold in the CPAP Clinics are CPAP units and accessories (medical equipment used to treat Obstructive Sleep Apnea), but may also include other products and associated services (e.g. Bi-level units, home diagnostics, oxygen therapy). An important focus of this role is to provide customised assistance to patients to help them succeed with their therapy while complying with a medical prescription and with company procedures.

How will you CONTRIBUTE and GROW?

Is overall responsible for the good management of the CPAP clinic from a service, sales, admin and operational perspective.

Patient relationship management:

• Take care of patients’s enquiries over the counter and over the phone according to company’s procedures and guidelines
• Investigate and resolve patient issues; escalate to Manager as appropriate
• Provide set-up, on-going services and equipment according to a medical prescription where applicable 
• Fit the patient with prescribed mask or recommend the most appropriate mask if one is not prescribed
• Ensure patients’ therapy support as per the company procedures. Solve patient difficulties by troubleshooting issues
• Provide counselling to patients (encouragement and support for adjustment to therapy)
• Liaise with referring physician when required
• Provide the physician with a follow-up report as advised by the Manager or procedures.
• Provide patients with advice in the safe and effective use of their medical equipment

Sales development:

• Promote sales according to company policies and procedures regarding services, products, programs, pricing
• Solicit sale of new or additional services over the phone, with follow-up on introduction to therapy phase and rentals to ensure conversion to purchase and reduction of dropout rates
• Explore patients’ needs before advising patients of the most suitable equipment
• Display or demonstrate products and emphasize saleable features
• Display and use marketing material as advised by Manager and Marketing Teams
• Ensure good condition of the retail premises and displays at all times

Admin duties and stock management:

• Create and maintain computerized patient files in the company ERP (Great Plains and Monday.com)
• Process all transactions on-line including orders, invoices and follow-ups
• Responsible for handling of payments
• Organise patient information as per privacy and confidentiality procedures
• Maintain adequate stocks for sales, introduction to therapy and rental programs as per company policies
• Accountable for both rental and sales stock - Manage the stock with on-going reconciliations in order to minimise variances. Optimise stock levels and re-order stock and assets as per company policies and procedures
• Ensure movement stock (CPAP devices, humidifiers, modems, tubing, masks) that are returned from patients are processed in compliance with the 5-Step QC procedure prior to their re-use, and that cleaning and disinfection is carried out as per company procedures

 Diagnostic duties and equipment management:

• Ensure diagnostic equipment (HBSS devices) that are returned from patients are processed in compliance with the diagnostic cleaning procedure prior to their re-use, and that cleaning and disinfection is carried out as per company procedures

Other duties: 

• Schedule and maintain servicing of equipment by coordinating repairs with the relevant manufacturers’ service providers
• Compliance at all times with ALH policies and procedures and with all regulatory standards and legislations applicable to the role
• Report all incidents in accordance with requirements of ALH's Intelex
• Other duties as delegated by the Clinic Manager

4. Guidelines and Expectations 

The CPAP Therapy Consultant should be able to:

• Take sufficient time to ensure that the patient has understood all instructions on their therapy as well as on the safe usage of the unit and on the proper fitting of their mask
• Autonomously work to deliver complete over the counter service
• Request sufficient stock in order to provide complete patient service
• Process and invoice completed dockets
• Consult technical department regarding servicing issues
• Improvements or greater efficiencies in delivery of patient service
• Organise servicing and follow up to ensure satisfactory delivery of service
• Seek advice from technical or marketing people if unsure of a technical issue
• Comply with physician script. However, if a specific model is prescribed and is not available or not really suitable for the patient; another item may be proposed subject to approval from the sleep lab/physician

Are you a MATCH?

• The ability to fulfil all of the above listed duties and accountabilities
• Tertiary qualifications are considered advantageous but not essential
• A minimum of one year retail experience with demonstrated customer service and sales skills are considered advantageous but not essential
• Ability to read, analyse and interpret documents such as safety rules, operating and instructions, procedure manuals and the ability to write routine reports and correspondence
• Ability to solve practical problems and respond to common enquiries or complaints
• Ability to interpret an extensive variety of instructions and manage competing demands and follow tasks to completion
• Strong interpersonal and communication skills, ability to deal with difficult customers
• Strong organisational skills and attention to detail

• Computer literacy and ability to use Google Workspace and ability to learn and utilise all appropriate softwares and websites used by the company

• The employee is occasionally required to stand and must occasionally lift and/or move up to 5 Kg in weight (percentage of the day: 5%)

About Air Liquide

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.