Job Description

We are seeking a dedicated Patient/Customer Service Technician - Local Medical Equipment Delivery Driver who wants to be part of a company who makes a difference in Veteran’s lives.

1. Position is responsible for the delivery, set up, and maintenance of respiratory equipment, oxygen, and supplies, and the instructions to patients and/or caregivers concerning proper use and maintenance of equipment in a company provided vehicle.

2. Position is also responsible for providing customer service over the phone/computer and in-person to patients and referral sources in office like setting.

*Mandatory on call hours every other week [bi weekly] (after business hours &/or weekends)

Essential Duties and Responsibilities

- Mandatory on call hours every other week [bi weekly] (after business hours &/or weekends)

- 90 DAY EVALUATIONS completed ON JOB PERFORMANCE - wage increases are determined on annual reviews.

- Delivers equipment and oxygen as required in accordance with industry standards and applicable federal, state and local laws and regulations

- Delivers, sets up and maintains equipment at the delivery address using company vehicle

- Processes paperwork-confirm tickets, inputs new patient set ups and assembles charts

- Communicates with patients and referral sources both verbally (on the phone) and in writing to ensure patient questions and concerns are processed.

• Adheres to and implements all company policies and procedures, including but not limited to Clinical Programs
• Provides service for walk-in patients
• Coordinates verification of VA Benefits
• Prepares tickets for daily routes
• Completes all necessary delivery forms and paperwork including, but not limited to invoices, work orders, manifests and logs, patient care instruction, route sheets, etc.
• Complies with applicable laws and regulations
• Develops and maintains a working knowledge of current VA, insurance regulations, and FDA/DOT and Joint Commission guidelines
• Adheres to the guidelines established in the ‘AMME Way’
• Builds relationships with patients and/or caregivers
• Develops and maintains working knowledge of current products and services offered by the company and all applicable governmental regulations
• Educates the patient and/or caregiver on the safe use and maintenance of the delivered items
• Encourages patients and/or caregivers to complete the Customer Perception of Care survey
• Maintains assigned company vehicle in a clean and safe working condition
• Observes additional needs that the patient may have and reports to management during morning mee ng
• Properly cares for & uses electronic tablet that is assigned for job duties
• Provide clear instructions to patients and/or caregivers to ensure understanding of equipment
• Reports equipment hazards and/or product incidents as required
• Safeguards patient’s Protected Health Informa on and adheres to all HIPPA privacy regulations
• Works with location personnel to coordinate deliveries

Other Duties and Responsibilities

· Adheres to company policies and procedures in regards to using personnel protective safety equipment

· Performs other duties as required.

Supervisory Responsibilities None

Requirements

Employment is contingent on:

• Background investigation (company-wide)
• A Drug screen
• Valid driver’s license in state of residence with a clean driving record

Education and/or Experience

• High school diploma or GED equivalent
• 3 year’s delivery experience
• Experience working in healthcare, home health or the medical field Strong customer service background
  
  

Competencies

· Decisiveness - Exercises good judgment by making sound and well-informed decisions. Is proactive and achievement oriented.

· Customer Service - Understands, meets, and exceeds customer expectations while seeking information to better understand internal and external customer needs and requests.

· Personal Accountability - Accepts responsibility for own work and documents and resolves issues while completing tasks.

· Reliability & Productivity - Attendance including timeliness in arriving to / departing from work, as well as, returning from lunch and breaks. Meeting schedules and deadlines; punctual and present.

· Resourcefulness - Uses available resources in day-to-day operations and to produce quality results.

· "Getting it Right the First Time" - Ability to do the work assigned, to understand directions, and to effectively apply training (formal and informal) to actual work. Understand the issues relevant to the work that must be done.

· Ownership - Ability to assume increased responsibility and control over assigned scope of work.

· Communication & Interpersonal Skills - Ability to inform, listen, follow directions, provide follow-up and work effectively with others. Appropriate telephone etiquette.

· Initiative - Ability to assume the full scope of responsibilities related to the job. Start and finish work without prompting. Utilize creativity in seeking solutions to problems.

· Work Quality & Accuracy – Produce high quality results without errors and ensure accuracy.

· Must possess working knowledge of fax machine, copier, printer, and PC

· Internet proficiency

· Knowledge of email management tools

· Excel and Word proficiency

· Read and successfully interpret written directions and/or instructions in English

· Ability to write legibly.

· Time Management skills

Physical Demands

• Mandatory on call hours every other week [bi weekly] (after business hours &/or weekends)
• Requires lifting and transporting of patient equipment and or move full & empty cylinders (minimum of 50 POUNDS)
• Requires driving a company vehicle for the majority of the workday
• Requires sitting, walking, standing, talking or listening
• Requires close vision to small print on computer and or paperwork and our electronic tablet
• Requires contact with patients and equipment with potential exposure to contagious pathogens.
• May be required to comply with OSHA Respirator Requirements, including but not limited to Medical Evaluations and Fit-Testing
• Requires the ability to load, push, pull and lift oxygen concentrators, oxygen tanks, portable oxygen units, positive airway pressure devices, and supplies in and out of location, warehouse, company vehicle, patient residence and/or delivery address

Machines, Equipment and Technical Abilities

• Electronic tablets and all corresponding equipment, such as- Blue-tooth ear-piece and dash mounts
• Internet navigation and research
• Internet, including knowledge of email transmission and communication
• Loading, unloading and proper e down procedures of transported oxygen and other cargo as per company policy
• Operating the assigned company vehicle safely
• Operating vehicle mounted power lift or rail gates as required
• Troubleshooting and repairing equipment
• Understanding use of all applicable home medical equipment and supplies
• Using common office equipment (e.g., phone, copier, fax, computer, etc.)

Work Environment

• Extensive travel via company vehicle required to patient’s homes and/or delivery address for set-ups and recurring deliveries
• Warehouse and office with moderate in high noise levels.
• Office environment

Benefits

• 401k [after 90 days]
• Medical, Dental and Vision [after 60 days]
• Generous Paid Time Off and Paid Holidays
• Cellular phone reimbursement

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. AMME. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin