Job Description

About North Country Healthcare (NCH):

North Country Healthcare is a non-profit affiliation of four medical facilities, Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network which employs hundreds of highly-trained individuals delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve. As a valued team member this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance.

Adhering to System Values, Service Excellence and Standards of Behavior, the Clinical Specialist (DME) supports patient care by ensuring appropriate selection, setup, and safe, effective home use of durable medical equipment (DME). The Clinical Specialist works closely with physicians, case managers, therapists, discharge planners, and patients/caregivers to coordinate equipment needs across Respiratory Therapy, Rehabilitation Medicine, Orthotics/Bracing, and Mobility. This role provides patient assessment and education, delivers and sets up equipment in home or clinic settings, ensures proper fit and function, and trains patients on use, maintenance, safety precautions, compliance expectations, and billing/coverage basics. The Clinical Specialist also completes and maintains accurate documentation in the EMR to meet payer requirements (including Medicare), verifies medical necessity and appropriate coding, and supports insurance verification and prior authorization processes. Ongoing follow-up includes troubleshooting equipment issues and escalating clinical concerns to providers as needed while supporting referral sources and retail customer service.

ESSENTIAL QUALIFICATIONS

Education:

• High school diploma or equivalent required.
• Post-secondary education in a clinical/health-related field (e.g., Medical Assisting, Respiratory Therapy, Nursing, Physical Therapy Assistant) preferred.

Certification:

• Current certification as a Certified Medical Assistant (CMA) from a recognized certifying body (e.g., AAMA, AMT, NCCT, NHA) is preferred.

• All employees and contracted staff will have either successful completion of an American Heart Association* accredited course in Basic Life Support (BLS), or ACLS and PALS combined. (for clinical staff), Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis.

*Refer to the NCH Life Support Certification Policy for position specific requirements.

Licensure:

• Valid driver’s license and ability to travel to patient homes, clinics, and hospitals as needed.
• Active LNA license in the state of New Hampshire preferred.

Skills:

• Strong patient/caregiver education skills.
• Ability to assess basic needs from provider orders.
• Competency with DME setup, fitting/adjustment (including bracing as applicable), troubleshooting, and documentation
• Working knowledge of insurance/Medicare requirements and prior authorization processes
• Excellent customer service and ability to use multiple computer systems.

Work Experience:

• Experience in a clinical setting and/or DME/medical equipment services preferred, including patient instruction, equipment delivery/setup, and payer documentation.

ESSENTIAL FUNCTIONS:

1. Review patient needs and provider orders to determine appropriate DME and supplies.
2. Provide education to patients and caregivers on equipment use, maintenance, and safety precautions (e.g., oxygen, CPAP/BiPAP, nebulizers, mobility aids, braces).
3. Deliver, set up, fit, and adjust DME in the home or clinic setting to ensure proper function, safety, and patient comfort.
4. Fit and adjust orthotic/bracing devices as applicable; verify correct sizing, alignment, and patient tolerance.
5. Train patients on compliance expectations and provide billing/coverage education and support within scope of role.
6. Create, process, and monitor equipment orders; ensure complete, timely, and accurate documentation.
7. Perform insurance verification and coordinate prior authorization processes as needed to support timely equipment delivery.
8. Collaborate with physicians, discharge planners/case managers, and physical/occupational therapy to support safe transitions from hospital/clinic to home.
9. Maintain accurate patient records in the EMR, ensuring documentation meets payer requirements (including Medicare) and supports medical necessity.
10. Verify appropriate coding and order details to support compliant billing processes.
11. Conduct follow-up with patients to monitor equipment usage, progress, and adherence, and document outcomes and interventions.
12. Troubleshoot equipment concerns (fit, comfort, function) and coordinate repairs/replacements as appropriate.
13. Escalate clinical concerns or changes in patient status to the ordering provider and/or appropriate care team members.
14. Build and maintain relationships with referral sources (clinics, hospitals), educating on available equipment options and intake/order requirements.
15. Provide retail sales support and customer service, including product guidance and issue resolution, in alignment with department processes.

1. Performs additional duties as assigned.

North Country Healthcare is committed to providing equal employment opportunities to all applicants and employees. North Country Healthcare and its affiliates do not exclude people or treat them differently because of race, color, national origin, age, disability or any other protected class. Employment decisions are made based on job‑related qualifications, skills, and business needs, and without unlawful discrimination in accordance with applicable federal, state, and local laws.

North Country Healthcare provides reasonable accommodation to qualified individuals with disabilities and to individuals with sincerely held religious beliefs, as required by law. Applicants who require reasonable accommodation to complete the application process, participate in interviews, or undergo pre-employment testing should contact NCHRecruiting@northcountryhealth.org