CPAP Liaison/Intake Coordinator
3 weeks ago
Are you passionate about making a real difference in your community? At Kennebec Pharmacy & Home Care, we are dedicated to addressing the pharmaceutical, durable medical equipment, and respiratory needs of those we serve with unparalleled care and compassion. Our mission is to provide the highest level of service and support, making better living possible for our clients every day
POSITION SUMMARY: The CPAP Liaison/Intake Coordinator oversees the CPAP supply replenishment program. This position focuses predominantly on managing and monitoring our follow-up sleep therapy program involving CPAP/BiPAP and related supply patients. We have a large inbound CPAP fulfillment campaign that needs daily management.
ESSENTIAL FUNCTIONS:
• Manages and directs our internal Sleep Apnea supply patient contact system through which established customers have requested information on CPAP supplies and equipment.
• Serves as a liaison between patients, referral sources, and physicians with facilitating CPAP machine and supply setup and ongoing service for patients.
• Reviews patient charts and medical history. Assess the chart to make sure all required documentation required is obtained to initiate the compliance process.
• Schedules and performs regular and timely follow-up (telephone and written) on all assigned accounts and document associated activity in CPAP/BIPAP compliance notes.
• Reviews the individual patient compliance report for therapy data, tolerance issues, and the need for further intervention to assist the patient in meeting compliance, based on Medicare guidelines.
• Routinely evaluates patient accounts and check status of downloads, results and follow up dates or forms.
• Follows established compliance processes to ensure effective and efficient customer service and compliance tracking
• Performs compliance projects to achieve specific team and departmental objectives.
• Works closely with our clinical department to address any patient concerns. This position is responsible for handling of all sleep study reports, compliance downloads and related paperwork.
• Conducts chart audits for adherence to policies and procedures to maintain quality and ensure compliance with state regulations and ACHC accreditation standards.
• Verifies client eligibility and benefits to maintain accurate client eligibility information in CPR+ system.
• Tracks service authorizations.
• Coordinates with fulfillment provider to ensure accurate and timely delivery.
OTHER RESPONSIBILITIES:
• Attends all staff and department meetings.
• Strictly adheres to KPHC operating policies and procedures.
• Participates in the Improvement Organization Performance (IOP) program.
• Maintains patient confidentiality and rights.
• Performs other work-related duties as assigned.
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
• Ability to coach and influence patients in a positive manner via the phone, or in person.
• Maintain an empathetic, yet assertive approach to assist patients in achieving compliance with their PAP therapy, as well as a professional approach to communicate with RTs, physicians, and sleep labs.
• Must be Extremely Detail Oriented, Organized and have excellent follow through.
• Excellent conflict management and resolution skills internally and externally.
• 2+ years’ experience working in an office environment
• Well‐developed customer service skills with ability to effectively handle conversations with difficult people.
• High School graduate or equivalent, with 4 or more years of progressively responsible office experience.
SUPERVISORY RESPONSIBILITIES: None assigned.
PHYSICAL AND ENVIRONMENTAL REQUIREMENTS:
May include lifting moderately heavy boxes. Minimal noise level.
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