Patient Support Specialist

Total Respiratory & Rehab•Elizabethtown, KY

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 a non-clinical, hands-on demonstration of CPAP equipment according to written manufacturer instructions and authorized company protocols. As a frequent first point of contact, the specialist welcomes patients in person and by phone, supports walk-ins and appointment scheduling, maintains patient records, and helps create a positive patient experience. The position also supports referral and order intake, insurance verification and prior authorization, billing documentation, equipment delivery and pickup coordination, and daily operations at existing and new locations. The specialist works collaboratively with licensed respiratory care professionals and refers clinical questions or matters requiring clinical judgment to the appropriate licensed clinician. This is a full-time position requiring 40 hours per week, generally 8:00 AM–5:00 PM Monday through Friday, with willingness to work outside normal business hours and on weekends. Occasional home equipment delivery and travel to provide backup support at other branch locations may be required.

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 to provide backup support at various branch locations.
Familiarity with, or ability to adapt to, office telephone, fax, and Microsoft Office applications, including Outlook, Word, and Excel.
Exceptional verbal, written, and interpersonal skills, with an empathetic, patient-centric 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.
Must be willing to work after normal business hours and on weekends.
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, assist customers proactively, and manage a multi-line phone system with high call and walk-in volume.
Provide basic CPAP equipment setup and demonstrate operation, use, and manufacturer-defined features in accordance with written instructions, established protocols, applicable laws, and the employee’s authorized scope, training, and competency.
Demonstrate turning the CPAP device on and off, connecting equipment and accessories, filling the humidifier chamber with distilled water, and replacing manufacturer-recommended filters and supplies.
Use manufacturer-provided mask sizing templates and tools to help identify an appropriate mask cushion size and demonstrate adjustment of manufacturer-designed headgear and straps for comfort.
Demonstrate the manufacturer-provided Mask Fit or seal-check feature and explain device-displayed information without independently assessing mask effectiveness or therapy.
Demonstrate manufacturer-defined comfort features, such as climate or humidity controls, when allowed by instructions and company protocols; do not independently change prescribed pressure or other clinical therapy settings.
Verify basic equipment functionality and connectivity, including cellular/data connection, and assist patients in connecting or syncing manufacturer-supported applications.
Show patients how to access and view device-generated usage, sleep, and adherence information through the manufacturer’s application or equipment display.
Provide manufacturer instructions and company-approved educational materials about equipment use, cleaning, maintenance, replacement supplies, and basic care.
Refer clinical questions, therapy concerns, intolerance, requests to change prescribed settings, and issues requiring clinical assessment or professional judgment to the licensed clinician assigned to the location.
Troubleshoot equipment within manufacturer instructions and company protocols, escalating issues that require clinical evaluation or modification of prescribed therapy.
Avoid independently assessing or evaluating respiratory conditions, interpreting clinical results, recommending or modifying prescribed therapy, changing prescribed pressure settings, or performing services requiring a licensed respiratory care professional’s skill or judgment.
Collaborate with licensed respiratory care professionals and other patient care team members to provide timely and appropriate support to patients and families.
Maintain accurate documentation of equipment setup, education, equipment issued, and other required information in accordance with 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 for DME and prior authorization information, including deductible, effective date, and claims address.
Work with patients and clients to solve problems as a company field representative.
Provide billing personnel with documents needed for reimbursement.
Assist with daily operations, including intake and quality assurance at existing and new locations.
Provide support or coverage at various locations when primary staff are unavailable, including during vacation or leave.
Maintain confidentiality and comply with healthcare confidentiality and data protection regulations.
Maintain professional accountability, uphold company core values, and communicate operational concerns to the branch manager and/or oversight team.
Remain flexible, manage transitions between tasks, take on extra tasks as necessary, and perform other appropriate duties within the position’s authorized scope.