About the position
The Support Specialist II at Inogen plays a crucial role in ensuring that the respiratory equipment provided to clients meets their clinical needs. This position is primarily focused on supporting the local Referral Development Manager (RDM), allowing them to concentrate on other essential tasks by taking over the delivery and setup of Inogen equipment. The Support Specialist will be responsible for delivering and picking up testing equipment, managing reports and documentation, and participating in sales activities as needed. In this role, the Support Specialist will pick up and deliver respiratory equipment to patients in their homes, hospitals, or physician offices. They will assemble, set up, inspect, and test the equipment, providing instruction to patients and caregivers on its basic operation and maintenance, all while adhering to state licensing limitations. The Support Specialist is expected to gather customer information efficiently, fulfill customer needs, and educate customers to minimize the need for further contact, ensuring that all interactions are documented within their accounts. Maintaining a high level of quality in customer care is paramount, and the Support Specialist must always act in a professional and courteous manner. They will complete necessary paperwork related to deliveries, pickups, and testing, and operate a non-commercial vehicle to transport medical equipment. The role may require after-hours work and on-call availability, including coverage on weekends and holidays. Safe driving practices are essential, and the Support Specialist must comply with all motor vehicle laws and maintain valid licenses and endorsements. Additionally, they will facilitate credit card payments through company-approved processes and perform other assigned duties while maintaining regular attendance and compliance with company policies.
Responsibilities
- 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.
- Conduct equipment set-up both remotely and directly.
- Maintain a current calendar reflecting availability for patient appointments.
- 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.
- Act as a clinical resource for completing clinical appointments.
Requirements
- Demonstrate skills required to instruct patients remotely and directly.
- Valid driver's license and clean driving record.
- Ability to operate a non-commercial vehicle safely and efficiently.
- Strong communication skills to interact with patients and caregivers.
- Ability to complete paperwork accurately and in a timely manner.
- Knowledge of respiratory equipment and its operation.
Nice-to-haves
- Experience in a medical or healthcare setting.
- Familiarity with respiratory therapy equipment.
- Customer service experience in a healthcare environment.
