Description
Position Overview
The Patient Service Technician uses sales, service, and educational skills to ensure safe delivery, setup, and use of the equipment and provides exceptional customer service in the community. This position requires extensive driving on the road.
Essential Job Functions
Delivers and sets up required equipment in the customer’s residence or healthcare facility
Educate customers in the proper use and care of respiratory and durable medical equipment.
Complies with all applicable company policies and procedures.
Develops and maintains working knowledge of:
Current Home Medical Equipment (HME) products and services offered
All applicable governmental regulations
Manages his/her territory to reach service goals and delivery of equipment and oxygen, as required, in accordance with industry standards and applicable governmental regulations including US Dept of Transportation (DOT) and US Food and Drug Admin (FDA) guidelines.
Completes written patient visit reports, following setup and follow-up visits, as required.
Assists in resolving customer equipment problems.
Fulfill administrative needs and process all orders in a timely, accurate manner.
Promotes services and products to referral sources in the community, as appropriate.
Develops technical knowledge, as appropriate, of the HME or respiratory products and services provided.
Assists with the implementation of quality improvement to meet company, state, and federal standards.
Maintains home oxygen systems through regularly scheduled visits to customers
Performs routine preventive maintenance and simple repairs on equipment, as required in accordance with Wester Drug Medical Supply policies.
Reports equipment hazards and/or product incidents as required in accordance with company policies and procedures.
May be required to clean, disinfect, and assist with equipment repairs.
Ensure that the vehicle is always fueled and ready for use
Keep mileage records and repair records up to date
Ensures all serialized equipment is properly delivered and tracked for inventory control purposes
Other duties as assigned
Must participate in mandatory on-call and call-back program to respond to emergencies
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.
Requirements
Minimum Qualifications
Possesses high school diploma or equivalent
Previous experience or successful completion of training for home medical equipment preferred (not necessary)
A valid driver’s license in good standing and at least one year of driving experience to perform the job safely
Excellent navigation skills and proficiency in using navigation applications to determine the best route
Time management and organizational skills to keep track of deliveries and stay on schedule
Exceptional communication skills and interact professionally with clients
Physical stamina and good upper body strength to lift heavy equipment, packages and objects, as well as be able to load and unload them from their vehicle
Must be punctual and dependable to arrive at destination on time
Ability to read maps, research, and plan for traffic, construction, and weather delays
Must be able to travel by plane and automobile (if necessary).
Must be available to work evenings, weekends, and holidays if needed
Physical Demands and Working Environment
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Language Ability and Interpersonal Communication
Ability to communicate effectively with all levels of employees and the public.
Judgment and Situational Reasoning Ability
Ability to use good judgment and discretion in performing all job functions.
Environment Operating a vehicle, driving on the road and in-home residence, healthcare setting
Physical Incumbents require sufficient mobility to walk, stand or sit for prolonged periods of time; operate office equipment including the use of a computer keyboard; exert required physical effort to perform moderate to heavy physical work, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, lifting, carrying, pushing, and pulling; operate assigned equipment and motor vehicle; ability to verbally communicate to exchange information.
Regularly required to use hands to write, use computer, operate a motor vehicle, use a handheld device, telephone and use a document imaging system and manipulate documents.
Regularly required to read documents and write neatly, legibility and transcribe accurate information and numbers/values.
Strength Aspects:
Frequently required to stand and lift objects from 1” to 36” high with weights ranging from 10 lbs - 160 lbs, and carry objects for distances ranging from 1 ft -350 ft, including travel up and down stairs or in elevators.
Frequently required to push or pull objects weighing from 20 lbs – 60 lbs, up and down stairs, through doorways and thresholds, using dollies or carts, or on flat or angled surfaces which may include outdoor surfaces, carpeting or smooth floors. Distances pushed or pulled could range from 1-25 ft on average.
Frequently required to grip objects with hands, up to 15 lbs of force.
Frequently required to grip objects with fingers, up to 10 lbs of force.
Body Position and Flexibility Elements
Frequently required to climb 100 stairs on average ranging from 3”-10” in height,
Frequently stepping in and out of company vehicles ranging up to 20” in height.
Occasionally required to climb ladders up to 10’ high, in general.
Frequently required to bend down at the waist to a torso level of 24” above the floor.
Frequently required to reach, on average, 20” away from the body.
Occasionally required to kneel on one or both knees and squat to perform many of the above tasks.
Vision See in the close and distance vision with or without correction; vision sufficient to drive at night and inclement weather, read computer screens and maps, printed documents; and to operate assigned equipment.
Hearing Hear in the normal audio range with or without correction.

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