Home Medical Equipment Specialist, Retail

About the role

The Home Medical Equipment Specialist, Retail provides coordination of in-person, telephonic, and electronic home medical equipment referrals including respiratory medical equipment and supplies. Provides assessment, product selection, hands-on fitting, and education to safely meet the clinical, individualized medical equipment needs for customers and their families. Ensures continuity of care with the customer, their provider, and/or referral sources within a retail store setting. Job Description: Located at our Shawano Location Schedule: Monday - Friday, 8:00am - 5:00pm Saturday rotation 8:00am - 12:00pm at the Appleton Campus KEY ACCOUNTABILITIES: Provides exceptional customer service either face-to-face or telephonically with customers and their family members, referrals sources, payer's, and our internal customers to meet the customer's home medical equipment needs. Advocates, initiates, and coordinates home medical equipment referrals to meet the customer's plan of care from the provider in an efficient and timely manner. Assesses the level of urgency of a patient need and prioritizes accordingly. Assesses, gathers, and coordinates all clinical and nonclinical referrals for proper documentation, ensuring the insurance guidelines, regulatory guidelines, and qualifications are met to ensure a defect-free order and claim. Responds to customer inquiries by researching documentation and insurance guidelines. Consults with insurance providers, hospitals, clinics, and other medical entities through written or verbal methods to complete a referral accurately to meet the patient's plan of care. Verifies and generates appropriate documentation along with follow-up for accuracy of patient information to ensure accurate billing and reimbursement. Demonstrates and educates customers on proper fitting techniques, contraindications, wear and care issues, and financial obligations of products to ensure there is safe use of the product. Promotes an appealing showroom environment in the retail stores to provide patients an exceptional customer experience. Monitors and maintains accurate and adequate inventory levels to meet the needs of customers. 9. Maintains knowledge of all the medical equipment offered and builds relationships with purchasing and vendors to ensure this knowledge is always up to date. Is proficient with cash handling techniques including cash, checks, and credit card functions. Performs reconciliation of the cash drawer at the end of the day and follows bank deposit procedures. Analyzes data to ensure accuracy with insurance resources and guidelines, regulatory and reimbursement manual and criteria, HCPC and ICD-10 coding manuals, provider directories, and other online resources to ensure accurate billing and reimbursement. Maintains proper safety measures for customer and team members including infection prevention, safe equipment usage, and body mechanics with proper lifting and positioning techniques.