Patient Support Specialist

Total Respiratory & Rehab•Louisville, KY

1d•Onsite

About The Position

The Patient Support Specialist assists patients, physician’s offices, and referral sources with home respiratory equipment questions and orders. The role provides non-clinical CPAP equipment setup demonstrations using written manufacturer instructions and established protocols, while offering in-person and telephone customer service, appointment scheduling, walk-in support, and patient record maintenance. The position supports two clinic locations: Louisville three to four days per week and Elizabethtown one to two days per week. The specialist supports referrals and orders, verifies insurance and prior authorization information, assists with equipment troubleshooting and application connectivity, documents equipment setup and education, and helps with intake, quality assurance, billing documentation, and daily branch operations. Clinical questions and matters requiring assessment or changes to prescribed therapy must be referred to a licensed clinician. The role requires reliable attendance, punctuality, flexibility to cover other locations, and occasional equipment delivery or travel. It is a 40-hour-per-week position, generally scheduled 8:00 AM to 5:00 PM, Monday through Friday, and may include on-call rotation, after-hours work, and weekends.

Requirements

High school diploma or equivalent.
One to two years of experience in a medical office, DME company, medical billing department, or healthcare customer service environment is preferred.
Valid driver’s license, clean driving record, reliable personal vehicle, and auto insurance for occasional home equipment delivery and/or travel between branch locations.
Ability to use or quickly learn office telephone and fax systems and Microsoft Office applications, including Outlook, Word, and Excel.
Strong reliability, attendance, and punctuality.
Excellent verbal, written, and interpersonal skills, with an empathetic, patient-centric approach to a diverse customer base.
Integrity, initiative, teamwork, flexibility, and ability to work with minimal supervision.
Eligible to work in the United States.
Willingness to work after normal business hours and on weekends.
Ability to perform the position’s essential functions, with or without reasonable accommodation; patient-facing duties may involve driving, walking, standing, lifting, carrying, and maneuvering medical equipment.

Nice To Haves

Associate or bachelor’s degree in healthcare administration or business.
Prior DME intake, billing, or authorization experience.
Non-clinical CPAP setup experience, including technical machine configuration to written orders and basic troubleshooting, excluding clinical mask fitting and clinical patient assessment.

Responsibilities

Welcome and assist patients and guests, check patients in for appointments, manage a multi-line phone system, and handle high volumes of calls and walk-in traffic.
Provide basic CPAP setup demonstrations and explain operation, accessories, manufacturer-defined features, and routine equipment care according to written instructions and company protocols.
Demonstrate device controls, humidifier filling, filter and supply replacement, mask sizing tools, headgear adjustment, and manufacturer-provided mask-fit features within the non-clinical scope of the position.
Verify basic equipment functionality and data connectivity, assist with manufacturer-supported applications, and show patients how to access device-generated usage and adherence information.
Provide approved educational materials and perform equipment troubleshooting within manufacturer instructions and established protocols; refer clinical concerns and therapy-related matters to a licensed clinician.
Avoid independently assessing respiratory conditions, interpreting clinical results, recommending or modifying prescribed therapy, changing pressure settings, or performing duties that require licensed professional judgment.
Collaborate with licensed respiratory care professionals and other patient care team members to support patients and families.
Maintain accurate records of equipment setup, education, equipment issued, and other required information under company procedures, payer requirements, and accreditation standards.
Support incoming referrals and orders, including gathering patient, contact, insurance, physician, diagnosis, and billing information.
Verify DME insurance coverage and prior authorization information, including deductibles, effective dates, and claims addresses.
Help patients and clients resolve problems while representing the company; provide billing personnel with reimbursement documentation.
Assist with daily operations, intake, and quality assurance at existing and new locations, and provide coverage at other locations when needed.
Maintain confidentiality and comply with healthcare data protection requirements.
Communicate operational concerns to the branch manager and/or oversight team, uphold company values, and take on other appropriate duties within the authorized scope of work.