Clinical Specialist (Full Time)

North Country Healthcare•Littleton, NH

5d•Hybrid

About The Position

North Country Healthcare (NCH) is a non-profit affiliation of four medical facilities located in the White Mountains Region of New Hampshire, comprising Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center. This comprehensive healthcare network employs hundreds of individuals and delivers integrated patient care through community hospitals, specialty clinics, and home health and hospice services. NCH is committed to the health and well-being of the communities it serves. This role emphasizes advancing High-Reliability Organization (HRO) principles, fostering a culture of safety, accountability, and consistent high performance. The Clinical Specialist (DME) supports patient care by ensuring the appropriate selection, setup, and safe, effective home use of durable medical equipment (DME). The role involves close collaboration with physicians, case managers, therapists, discharge planners, and patients/caregivers to coordinate equipment needs across various departments. Key responsibilities include patient assessment and education, equipment delivery and setup, ensuring proper fit and function, and training patients on use, maintenance, and safety. The Clinical Specialist is also responsible for accurate documentation in the EMR, verifying medical necessity and coding, and supporting insurance verification and prior authorization processes. Ongoing support includes troubleshooting equipment issues and escalating clinical concerns to providers, while also supporting referral sources and retail customer service.

Requirements

High school diploma or equivalent required.
Valid driver’s license and ability to travel to patient homes, clinics, and hospitals as needed.
Strong patient/caregiver education skills.
Ability to assess basic needs from provider orders.
Competency with DME setup, fitting/adjustment (including bracing as applicable), troubleshooting, and documentation
Working knowledge of insurance/Medicare requirements and prior authorization processes
Excellent customer service and ability to use multiple computer systems.
All employees and contracted staff will have either successful completion of an American Heart Association accredited course in Basic Life Support (BLS), or ACLS and PALS combined. (for clinical staff), Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis.

Nice To Haves

Post-secondary education in a clinical/health-related field (e.g., Medical Assisting, Respiratory Therapy, Nursing, Physical Therapy Assistant) preferred.
Current certification as a Certified Medical Assistant (CMA) from a recognized certifying body (e.g., AAMA, AMT, NCCT, NHA) is preferred.
Active LNA license in the state of New Hampshire preferred.
Experience in a clinical setting and/or DME/medical equipment services preferred, including patient instruction, equipment delivery/setup, and payer documentation.

Responsibilities

Review patient needs and provider orders to determine appropriate DME and supplies.
Provide education to patients and caregivers on equipment use, maintenance, and safety precautions (e.g., oxygen, CPAP/BiPAP, nebulizers, mobility aids, braces).
Deliver, set up, fit, and adjust DME in the home or clinic setting to ensure proper function, safety, and patient comfort.
Fit and adjust orthotic/bracing devices as applicable; verify correct sizing, alignment, and patient tolerance.
Train patients on compliance expectations and provide billing/coverage education and support within scope of role.
Create, process, and monitor equipment orders; ensure complete, timely, and accurate documentation.
Perform insurance verification and coordinate prior authorization processes as needed to support timely equipment delivery.
Collaborate with physicians, discharge planners/case managers, and physical/occupational therapy to support safe transitions from hospital/clinic to home.
Maintain accurate patient records in the EMR, ensuring documentation meets payer requirements (including Medicare) and supports medical necessity.
Verify appropriate coding and order details to support compliant billing processes.
Conduct follow-up with patients to monitor equipment usage, progress, and adherence, and document outcomes and interventions.
Troubleshoot equipment concerns (fit, comfort, function) and coordinate repairs/replacements as appropriate.
Escalate clinical concerns or changes in patient status to the ordering provider and/or appropriate care team members.
Build and maintain relationships with referral sources (clinics, hospitals), educating on available equipment options and intake/order requirements.
Provide retail sales support and customer service, including product guidance and issue resolution, in alignment with department processes.
Performs additional duties as assigned.