Support Specialist II

2 weeks ago

Burbank, United States Inogen Full time

Job Summary: 

Candidate must be located in the Burbank/Thousand Oaks area. The Support Specialist assists Inogen in ensuring that the equipment placed in the client's home meets the Patient's clinical needs. The primary focus for the Support Specialist is to support the local Referral Development Manager (RDM). Allowing the RDM to shift their focus away from delivery and setup of Inogen provided equipment. This could include delivery and setup of Inogen provided equipment, delivery and pickup of testing equipment, reports, and documentation, and participating in sales activities.

Responsibilities (Specific tasks, duties, essential functions of the job)

Support Specialist I

  • Pick up and deliver respiratory equipment to patients in their homes or other specified locations such as hospitals or physician offices.
  • Assemble, set up, inspect, and test equipment, and instruct patients and caregivers on basic operation and maintenance, in accordance with state licensing limitations.
  • Thoroughly and efficiently gather customer information and fulfill customer needs, educate the customer where applicable to prevent the need for further contact and document interactions within their account.
  • Maintain the highest level of quality in customer care while always acting in a professional and courteous manner. 
  • Complete paperwork relating to deliveries, pick-ups & testing.
  • Operate non-commercial vehicle carrying medical equipment.
  • May be required to work after-hours and on an on-call basis. Including weekend and holiday coverage.
  • Successfully complete all required safe driving programs, abide by applicable motor vehicle laws and ordinances, and always demonstrate safe driving practices throughout employment.
  • Maintain valid licenses and endorsements required for the position.
  • Facilitate credit card payments through company approved process.
  • Other duties as assigned.
  • Maintain regular and punctual attendance.
  • Comply with all company policies and procedures.

Support Specialist II

In addition to items listed for RDM Support Specialist I, a RDM Support Specialist II, may also be responsible for the following.

  • Conduct equipment set-up both remotely and directly.
  • Maintain a current calendar reflecting availability for patient appointments.

Support Specialist III

In addition to items listed for RDM Support Specialist II, a RDM Support Specialist III, may also be responsible for the following.

  • Conduct titration studies, both remotely and directly, completing required documentation accurately and completely within one hour per patient.
  • Complete service calls, both remotely and directly, documenting activities and results in a timely manner.
  • Other duties include acting as a clinical resource for completing clinical appointments.

Knowledge, Skills, and Abilities

  • Demonstrate skills required to instruct patients remotely and directly in the safe use of Inogen supplied equipment.
  • Knowledge of the current technologies used in cardio-pulmonary disease treatments as they relate to Inogen provided services.
  • Ability to work self-manage and work independently.
  • Must have strong work ethic.
  • Excellent oral and written communication skills required.
  • Proficient in use of laptop and electronic tablet required.
  • Attention to detail is required.

Qualifications (Experience and Education)

Level I

Support Specialist I

  • High School diploma or equivalent, required.
  • 1 year experience of home medical equipment delivery, required; oxygen therapy or respiratory related, preferred.
  • Intermediate knowledge/proficiency in Microsoft Office, required.
  • A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.

Level II

Support Specialist II

  • State or National certification or licensure as one or more of the following required; Emergency Medical Technician (EMT), Advanced Medical Technician (AMT), Medical Assistant (MA), Certified Nursing Assistant (CNA), Nationally Registered Certified Medical Assistant (NRCNA), required.
  • 2 years’ experience in home medical equipment industry (oxygen therapy or respiratory), preferred.
  • knowledge/proficiency in Microsoft Office, required.
  • A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.

Level III

Support Specialist III

  • Licensed or Registered Respiratory Therapist or registered Nurse, required.
  • 3 years’ experience of clinical services, home medical equipment industry (oxygen therapy or respiratory), preferred.
  • Intermediate knowledge/proficiency in Microsoft Office, required.
  • A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.

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