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Form of workJob Description
Summary of Position: The CPAP Specialist is responsible for qualifying orders for pap equipment and scheduling service appointment with patients. The CPAP Specialist will also perform equipment set up and education on the proper usage of the equipment.
Education: High School Diploma or Equivalent
Experience: Prior Customer Service Experience preferred; DME knowledge helpful
Skills: Excellent Oral and Written Communication Skills, interpersonal and problem solving skills, excellent customer service, ability to use a computer equivalent to position
Requirements: None
Physical: Regularly required to sit and use hands to finger, handle and feel. Regularly required to talk or hear and see. Maybe required to stand and bend.
Essential Duties and Responsibilities:
Process orders for pap equipment or pap supplies received via mail, fax, and telephone or personally from the patient or other employee.
Schedule delivery and timely set up of equipment with the patient to best meet the patient’s needs.
Obtain the necessary insurance information to process the third party billing.
Communicate with referral sources and sleep labs to obtain documentation needed to process patient orders.
Obtain the order and all necessary documentation to meet medical necessity guidelines for dispensing of equipment.
Perform CPAP and BIPAP set ups using appropriate techniques including teaching of proper usage and safety within the home.
Educate patient on infection control procedures for equipment dispensed.
Educate patient on insurance coverage guidelines regarding compliance and continued coverage after the first ninety days of usage.
Maintain accurate logs for monthly pap set up.
Maintain a knowledge of pap equipment, supplies and services provided by the Company in order to match customer needs to equipment, and instruct in home uses of the equipment.
Handle customer complaints using appropriate techniques and follow up-logs. Report any complaints to supervisor.
Participate in branch and corporate training as appropriate.
May check inventory and notify appropriate personnel of orders that would deplete stock.
May be involved in the placement of orders to replace equipment and/or supplies to maintain appropriate stock in the branch.
Complies with policies, instructions and directives for the fulfillment of company objectives to maximize profitable sales and rentals.
