Patient Support Specialist

Total Respiratory & Rehab•Louisville, KY

7d•Onsite

About The Position

The Patient Support Specialist assists patients, physician offices, and referral sources with home respiratory equipment questions and orders. The role serves as a first point of contact for patients and customers in person and by phone, supporting walk-ins, appointment scheduling, patient records, and a positive patient experience. The position supports two clinic locations, working 3 to 4 days per week in Louisville and 1 to 2 days per week in Elizabethtown. During equipment setup, the specialist provides non-clinical demonstrations of CPAP equipment according to written manufacturer instructions and established Company protocols. This includes demonstrating basic device operation, equipment connections, humidifier filling, routine replacement of filters and supplies, use of manufacturer-provided mask sizing tools and fit features, comfort adjustments when permitted, device connectivity, and access to device-generated information. The specialist provides approved educational materials and performs equipment troubleshooting within the role’s authorized scope, while referring clinical questions and therapy concerns to a licensed clinician. The role does not include independently assessing a patient’s respiratory condition, interpreting clinical results, or changing prescribed therapy settings. The specialist also supports referral and order intake, insurance verification and prior authorization, documentation, billing reimbursement needs, and daily operations at existing and new locations. The position requires flexibility to cover other locations when primary staff are unavailable and may include occasional home equipment deliveries or travel for backup support. It is a full-time, 40-hour-per-week role, generally scheduled Monday through Friday from 8:00 AM to 5:00 PM; an on-call rotation may apply, and employees must be willing to work after normal business hours and on weekends. Consistent attendance and punctuality are emphasized.

Requirements

High school diploma or equivalent.
1 to 2 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 to provide backup support at branch locations.
Familiarity with, or ability to adapt to, office telephone, fax, and Microsoft Office applications, including Outlook, Word, and Excel.
Strong reliability, with excellent attendance and punctuality.
Exceptional verbal, written, and interpersonal skills and a patient-centric, empathetic approach to a diverse customer base.
High degree of integrity, initiative, teamwork, and flexibility while working under minimal supervision.
Must be eligible to work in the United States.
Willingness to work after normal business hours and on weekends; an on-call rotation may apply.
Ability to travel between Louisville and Elizabethtown clinic locations and provide coverage at other locations as needed.
Ability to perform essential functions with or without reasonable accommodation; patient-facing physical demands may include driving, standing, walking, lifting, carrying, and maneuvering medical equipment, depending on the duties assigned.
Employment is contingent upon a satisfactory background screening.

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, such as technical machine configuration to written orders and basic troubleshooting; excludes clinical mask fittings and clinical patient assessments.

Responsibilities

Welcome patients and guests, check patients in for appointments, and provide proactive, efficient assistance in person and by phone.
Manage a multi-line phone system and handle high volumes of incoming calls and walk-in traffic.
Provide basic, non-clinical CPAP equipment setup and demonstrate operation and manufacturer-defined features in accordance with written instructions, protocols, applicable law, and the employee’s training and authorized scope.
Demonstrate device operation, equipment and accessory connections, humidifier filling, and replacement of manufacturer-recommended filters and supplies.
Use manufacturer-provided mask sizing templates and tools to help identify cushion size, and demonstrate adjustment of manufacturer-designed headgear and straps.
Demonstrate the device’s Mask Fit or seal-check feature and explain device-displayed information without clinically assessing mask effectiveness or therapy.
Demonstrate manufacturer-defined comfort features when allowed by instructions and Company protocols; do not modify prescribed pressure or other clinical therapy settings.
Verify basic equipment functionality and connectivity, assist with manufacturer-supported application connections or syncing, and demonstrate access to device-generated usage, sleep, and adherence information.
Provide manufacturer instructions and Company-approved educational materials about equipment use, cleaning, maintenance, replacement supplies, and basic care.
Troubleshoot equipment within manufacturer instructions and Company protocols, and refer clinical questions, therapy concerns, and matters requiring professional judgment to the licensed clinician assigned to the location.
Work with licensed respiratory care professionals and other patient care team members to provide timely, professional support to patients and families.
Maintain accurate records of equipment setup, education, equipment issued, and other required information according to Company procedures, payer requirements, and accreditation standards.
Support incoming referrals and orders for delivery and pickup, including collection of patient demographics, emergency contacts, insurance, physician, diagnosis, and billing information.
Verify insurance coverage and prior authorization details, including deductible, effective date, and claims address.
Help patients and clients resolve problems while representing the Company in the field.
Provide billing personnel with documents needed for reimbursement.
Assist with daily operations, intake, and quality assurance at existing and new locations.
Provide support or coverage at various locations when primary staff are unavailable, including for vacation or leave.
Protect confidential information and comply with healthcare confidentiality and data protection regulations.
Maintain professional accountability, support Company core values, and communicate operational concerns to the branch manager and/or oversight team.
Perform other appropriate duties within the position’s authorized scope, training, and competency.