Patient Support Specialist

Responsible for assisting patients, physician's offices and referral sources with home respiratory equipment questions and orders. During the initial setup you will help guide the patient through a hands-on, non-clinical demonstration of their CPAP equipment, as per written manufacturing instructions. You will utilize your exceptional customer service, often serving as the first point of contact greeting patients and customers in person and over the phone to assist with walk-ins, appointment scheduling, and maintaining patient records, all while facilitating a positive patient experience.

Here at Total Respiratory (the "Company"), we are a fast-growing Durable Medical Equipment (DME) Company that provides a wide variety of respiratory equipment, such as CPAPs/BiPAPs, oxygen concentrators, and other respiratory equipment. Total Respiratory has been the best source for respiratory medical supplies and equipment because of our superior commitment to providing our patients with the absolute best in product quality and customer care!

Our highly trained staff help make the best choices for patient needs, while providing friendly service and expert advice. Every effort is made to ensure the patient experience is as pleasant and efficient as possible. The Company's mission is to meet the respiratory needs of our patients by providing the highest quality respiratory equipment, supplies and customer service. We ensure that members of our team receive ongoing education and training so that they are knowledgeable about the latest home healthcare technology and provide care with the highest quality service.

• Welcome patients and guests in a warm and friendly manner, assisting patients and customers in a proactive and efficient manner, checking them in for appointments, and managing a multi-line phone system, handling a high volume of both incoming phone calls and walk-in traffic.
• Provide basic CPAP equipment setup for patients and demonstrate basic operation, use, and manufacturer-defined features in accordance with written instructions and established protocols, as permitted by applicable federal and state laws and regulations, and within the employee's authorized scope of duties, training, and competency.
• Demonstrate to patient how to turn the CPAP device on and off, connect equipment and accessories, fill humidifier chamber with distilled water to appropriate fill line, and replace manufacturer-recommended filters and supplies.
• Assist patients using manufacturer provided mask sizing templates and tools to identify appropriate mask cushion size and demonstrate how to adjust manufacturer-designed headgear and straps for a comfortable fit.
• Demonstrate use of the device’s manufacturer-provided Mask Fit or seal-check feature and explain the information displayed by the device, without independently performing a clinical assessment of mask effectiveness or therapy.
• Demonstrate manufacturer-defined patient adjustment comfort features, such as climate or humidity controls, when permitted by manufacturer’s instructions and established Company protocols. The PSS will not independently modify prescribed pressure or other clinical therapy settings.
• Verify basic equipment functionality and connectivity, including the device’s cellular/data connection, and assist patients with connecting or synching manufacturer-supported applications.
• Demonstrate how patients can access and view device-generated usage, sleep and adherence information through the manufacturer's application or equipment display.
• Provide patients with manufacturer-provided instructions and Company approved educational material regarding routine equipment use, cleaning, maintenance, replacement supplies, and basic…