Patient Care Specialist

Classification: Non-exempt

Reports to: Office Manager

JOB DESCRIPTION

Summary/Objective:

Patient Care Specialist 1 (PCS1) is an entry level role focused on assisting patients with medical equipment, ensuring proper usage instructions, and providing exceptional patient care in the office environment. The PCS1 will interact with the company's patients by addressing inquiries and resolving patient complaints. 

Duties/Responsibilities:

Essential:

• Assist patients with fitting and usage instructions for medical equipment.
• Process patient equipment orders and verify documentation.
• Maintain accurate patient records and documentation.
• Ensure proper sanitation and maintenance of medical equipment.
• Provide basic troubleshooting support for equipment issues.
• Adhere to all safety regulations compliance regulations. 
• Adhere to all company procedures and policies.
• Interact with patients for appointment scheduling.
• Complete Orientation & Annual Competencies Checklist. 
• COF certification

Non-Essential

• Assist with inventory management as needed
• Familiarity with products in catalogue.
• Assist in answering patient questions and complaints.
• Clean office daily and keep an organized workspace/environment.
• Be familiar with OHI (other health insurance).
• Perform other duties as assigned by management.

Required Skills/Abilities:

• Ensure 95% accuracy in patient documentation.
• Consistent compliance with key performance indicators (KPI).
• Complete equipment orders within 24 hours.
• Maintain cleanliness and sanitation standards for office and all equipment.
• Respond to patient inquiries within 24 hours.
• CoF certification obtained within 12 months of hire date.
• Product knowledge of DME in catalogue within 12 months of hire date.
• Excellent communication skills including active listening.
• Service oriented and able to report patient grievances.
• Competent in Office Suite and other analogous office programs.
• Always display integrity, remaining honest, transparent, and respectful.
• Never do anything to cause harm to a patient.
• Be comfortable interacting with patients' feet, and willing to be in a patient's personal space for required measurements. 
• Possess working knowledge of office equipment such as fax machine, copier, printer, and PC, as well as the ability to perform basic preventive maintenance duties.
• Attention to detail to ensure accuracy of electronic and print data entry in updating EMR.
• Keep patient first.
• Teamwork

Education and Experience:

• High school diploma or equivalent.

Preferred Education and Experience

• Associate degree.
• 6 months of experience in providing patient services in a health care setting, medical office, sports rehab, fitness, or retail environment.
• Basic knowledge of US Military, prior service or family / spouse of active duty or veteran.

Physical Requirements:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Understanding of, and ability to physically manipulate patient’s limbs for casting and measuring.
• Ability to walk, bend, stand, kneel and reach constantly during a workday shift.
• Visual acuity (near and distant) is sufficient to maintain accurate records, recognize people, and understand written direction.
• Ability to speak and hear sufficiently to understand and give directions.
• Fine motor skills adequate for scheduling and preparing patients, equipment, and supplies for treatment.

Work Environment:

• Operates in an office or satellite environment and routinely uses standard office equipment.

Position Type/Expected Work Hours:

• This is a full-time position. Days and hours of work are Monday through Friday. Hours vary by location. Some work may be required on weekends or evenings.

Supervisory Responsibilities:

• None required for this position.

Travel:

• Primarily local during the business day but may vary by location.
• Satellite locations.
• Out-of-town and overnight travel may be required.

Additional Eligibility Qualifications:

• None required for this position.