Cpap Liaison/Intake Coordinator

Kennebec Pharmacy & Home Care has an immediate opening for a CPAP Liaison/Customer Service Representative at our Brunswick location. This is a Monday-Friday 8-5 position. We offer competitive pay, benefits and generous paid time off!

POSITION SUMMARY: The CPAP Liaison/Intake Coordinator oversees the CPAP supply replenishment program. This position focuses predominantly on managing and monitoring our follow-up sleep therapy program involving CPAP/BiPAP and related supply patients. We have a large inbound CPAP fulfillment campaign that needs daily management.
ESSENTIAL FUNCTIONS:
• Manages and directs our internal Sleep Apnea supply patient contact system through which established customers have requested information on CPAP supplies and equipment.
• Serves as a liaison between patients, referral sources, and physicians with facilitating CPAP machine and supply setup and ongoing service for patients.
• Reviews patient charts and medical history. Assess the chart to make sure all required documentation required is obtained to initiate the compliance process.
• Schedules and performs regular and timely follow-up (telephone and written) on all assigned accounts and document associated activity in CPAP/BIPAP compliance notes.
• Reviews the individual patient compliance report for therapy data, tolerance issues, and the need for further intervention to assist the patient in meeting compliance, based on Medicare guidelines.
• Routinely evaluates patient accounts and check status of downloads, results and follow up dates or forms.
• Follows established compliance processes to ensure effective and efficient customer service and compliance tracking
• Performs compliance projects to achieve specific team and departmental objectives.
• Works closely with our clinical department to address any patient concerns. This position is responsible for handling of all sleep study reports, compliance downloads and related paperwork.
• Conducts chart audits for adherence to policies and procedures to maintain quality and ensure compliance with state regulations and ACHC accreditation standards.
• Verifies client eligibility and benefits to maintain accurate client eligibility information in CPR+ system.
• Tracks service authorizations.
• Coordinates with fulfillment provider to ensure accurate and timely delivery.
OTHER RESPONSIBILITIES:
• Attends all staff and department meetings.
• Strictly adheres to KPHC operating policies and procedures.
• Participates in the Improvement Organization Performance (IOP) program.
• Maintains patient confidentiality and rights.
• Performs other work-related duties as assigned.
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
• Ability to coach and influence patients in a positive manner via the phone, or in person.
• Maintain an empathetic, yet assertive approach to assist patients in achieving compliance with their PAP therapy, as well as a professional approach to communicate with RTs, physicians, and sleep labs.
• Must be Extremely Detail Oriented, Organized and have excellent follow through.
• Excellent conflict management and resolution skills internally and externally.
• 2+ years’ experience working in an office environment
• Well‐developed customer service skills with ability to effectively handle conversations with difficult people.
• High School graduate or equivalent, with 4 or more years of progressively responsible office experience.
SUPERVISORY RESPONSIBILITIES: None assigned.
PHYSICAL AND ENVIRONMENTAL REQUIREMENTS:
May include lifting moderately heavy boxes. Minimal noise level.

Benefits:

We offer competitive pay and generous paid time off along with:

• Health Insurance
• Dental
• Vision
• Life Insurance
• Long- and Short-term disability
• Retirement plan with match after 1 year of employment
• Free SAMS club membership