Patient Support Specialist

Total Respiratory & Rehab•Marquette, MI

About The Position

The Patient Support Specialist assists patients, physician offices, and referral sources with home respiratory equipment questions and orders. The position is often the first point of contact, welcoming patients and customers in person and by phone, helping with walk-ins and appointment scheduling, maintaining patient records, and supporting a positive patient experience. The specialist provides hands-on, non-clinical demonstrations of CPAP equipment according to manufacturer instructions, Company protocols, applicable laws, and the employee’s authorized scope of duties, training, and competency. Clinical questions and matters requiring clinical judgment are referred to a licensed clinician. The role also supports referral and order intake, insurance verification and prior authorization, billing documentation, equipment delivery and pickup, and daily operations at existing and new locations. It may require occasional home equipment delivery and travel to provide coverage at other branches. The position requires reliable attendance, punctuality, flexibility, and professional communication. Employment is contingent on satisfactory background screening. Reasonable accommodations will be considered for qualified applicants, and the Company states its commitment to equal employment opportunity.

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 deliveries and/or travel to provide branch coverage.
Familiarity with, or ability to adapt to, 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 under minimal supervision.
Must be eligible to work in the United States.
Must be willing to work after normal business hours and on weekends.
Ability to perform the essential functions of the position, with or without reasonable accommodation; patient-facing duties may involve sitting, walking, driving, standing, lifting, carrying, maneuvering medical equipment, and using stairs.

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; clinical mask fittings and clinical patient assessments are excluded.

Responsibilities

Welcome patients and guests, assist them proactively, check them in for appointments, and manage a multi-line phone system with high call and walk-in volume.
Provide basic CPAP equipment setup and demonstrate basic operation and manufacturer-defined features according to written instructions, Company protocols, applicable laws, and authorized duties.
Demonstrate how to operate the CPAP device, connect equipment and accessories, fill the humidifier chamber, and replace recommended filters and supplies.
Use manufacturer-provided mask sizing templates and tools to help identify cushion size and demonstrate adjustment of headgear and straps; do not perform clinical mask fittings or assessments.
Demonstrate the manufacturer-provided mask fit or seal-check feature and explain the displayed information without independently assessing mask effectiveness or therapy.
Demonstrate manufacturer-defined comfort features when permitted by instructions and Company protocols; do not modify prescribed pressure or other clinical therapy settings.
Verify basic equipment functionality and data connectivity, and help patients connect or synchronize manufacturer-supported applications.
Show patients how to 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, requested changes to prescribed settings, and matters requiring clinical assessment or professional judgment to the licensed clinician assigned to the location.
Troubleshoot equipment within manufacturer instructions and Company protocols, escalating issues requiring clinical evaluation or therapy modification.
Work collaboratively with licensed respiratory care professionals and other members of the patient care team.
Document equipment setup, education, equipment issued, and other required information in accordance with Company procedures, payer requirements, and accreditation standards.
Support incoming referrals and delivery and pickup orders, including collecting patient demographics, emergency contact, 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 resolve problems while representing the Company in the field.
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.
Maintain confidentiality and comply with healthcare data protection regulations.
Maintain professional accountability, support Company values, and communicate operational concerns to the branch manager and/or oversight team.
Remain flexible, manage transitions between tasks, and take on appropriate additional duties as assigned and permitted by law and authorized scope.