Cardiopulmonary DME Clinical & Customer Support Specialist

POSITION SUMMARY:

The Cardiopulmonary/DME Clinical and Customer Support Specialist performs duties established by the Cardiopulmonary Department Manager and the Durable Medical Equipment (DME) Specialist Supervisor and is a direct report to the DME Specialist Supervisor. Responsibilities include rendering customer service and facilitating patient flow- including triaging patients for scheduling, maintaining inventory and stocking supplies, patient care, and supporting clerical and clinical staff to assist with workflow in the Cardiopulmonary/DME department. This position also maintains files, records, and logs to ensure accurate reporting.

ESSENTIAL DUTIES:

• Answers incoming phone calls promptly and courteously.
• Greet walk-in customers promptly and courteously.
• Checks patients in for appointments.
• Notifies clinic staff of patients checking in and assures that patient intake runs smoothly. 
• Updates medical and personal records in electronic medical record (EMR).
• Performs patient scheduling of appointments, prints pre-appointment letters and mails pre-appointment notices
• Receives Cardiopulmonary and DME (PFT/sleep study/DME/Cardiology/Holter) consults and orders from in-house and outside providers. Answers consults in EHR per department criteria. Schedules patients appropriately based on information received. May require clinical interpretation of medical record data to ensure that patient is scheduled with appropriate provider in appropriate time frame.
• Assists with coordination and distribution of supplies.
• Performs case management by entering referrals, updating tracking information, and pushing all required medical records to outside providers for clinical staff as needed.
• Schedules clinic appointments for all clinicians in the Cardiopulmonary Department and responsible for understanding the complexities of the scope of practices of each individual profession in the Cardiopulmonary Department
• Assures Joint Commission standards are maintained with updated logs, checklists, and equipment maintenance and, ensures expiration dates on departmental supplies are in acceptable date range and overall departmental standards are within compliance. 
• Assists with completing DME consults by dispensing bent metal equipment and blood pressure cuffs appropriately. Instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate PIC sheet or other instructional material. Obtain required signatures and provide the customer with a copy of the signed Delivery and Customer Information Checklists.
• Initiates orders with outside vendors to maintain department specific supplies and equipment.
• Receives supplies and restocks warehouse and retail area.
• Scans paperwork into appropriate files.
• Files both electronic and paper records.
• Receives orders for the CIHA nutritional supplement program, which includes generating a delivery ticket, preparing order, and distribution of supplies. 
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge and skill to perform advanced clerical services within the department
• Proficiency with computers (Microsoft Office, Excel, RPMS, Brightree, BPRM, and EHR), phones, copy/fax and scanning. Ability to adapt to new technology skillsets and good interpersonal skills
• Experience with an electronic health medical record and scheduling package software
• Ability to perform basic chart reviews to ensure timeliness of patient appointment scheduling; requires some judgement to schedule with the appropriate provider
• Basic knowledge of diseases and illnesses and the ability to recognize and report changes in the patient's condition to the clinical staff within the Cardiopulmonary/DME Department 
• A practical knowledge of the medical facility's organization and services, the basic rules and regulations governing visitors and patient treatment, CIHA service eligibility, HIPPA, COBRA, and practical knowledge of standard procedures, medical records, and medical terminology.
• A basic knowledge of diseases, medical and surgical procedures, as well as standard abbreviations used by the medical staff.
• Requires the ability to coordinate medical office activities.
• Must have excellent customer service, interpersonal and communication skills, both written and verbal. 
• Must possess efficiency in organization, a high level of accuracy and attention to detail, and courtesy in interaction with patients, internal and external customers. 
• Must be able to follow instructions, and work independently, or as a member of a group project. 

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:

• Three years’ work experience in an office, or clerical position in a health-related field is required. 
• An Associate's degree in a business or health-related field or 5 years of experience is preferred.
• Requires 6-12 months to become proficient in position.

WORK ENVIRONMENT:

Works in a busy and dynamic medical office and clinic environment while performing job duties. Minimal contact with bio-hazard substances, contagious disease, and infection; which require the use of OSHA universal precautions in order to maintain a clean and safe work environment.

PHYSICAL REQUIREMENTS:

Close concentration and attention to detail and comfort with multitasking are required while performing most duties of the job. Daily tasks are subject to frequent interruptions, both by phone and in person; which require varied responses with each contact. Job duties routinely require standing, walking, and sitting, kneeling, crouching, reaching, speaking, seeing, and hearing. The employee may occasionally be required to lift more than 20 pounds while assisting patients.

COMPLEXITY OF DUTIES:

The duties of this position are highly complex, requiring strong multitasking abilities, independent judgment, and meticulous accuracy in a fast‑paced clinical environment. The role combines advanced clerical work with clinical-support tasks, including patient scheduling across multiple cardiopulmonary specialties, processing consults and orders that often require interpretation of medical information, maintaining regulatory and Joint Commission compliance, and managing departmental supplies and DME distribution. Frequent interruptions, diverse patient and staff interactions, and the need to anticipate operational needs demand excellent communication, organizational skills, and the ability to prioritize effectively. Because the position handles sensitive medical records and directly influences the timeliness and accuracy of patient care, strict confidentiality, attention to detail, and professional discretion are essential.

SUPERVISION RECEIVED:

This position is required to work independently and cooperatively with fellow staff members to ensure smooth operation of the clinics and maintain a congenial work environment. The position requires knowledge of and the ability to anticipate daily needs behind the scenes to keep the department stocked, clean and neat, as well as filling in with other tasks as needed such as assisting with clerical duties, scheduling and receiving consults. The ability to multitask is and prioritize needs is essential. The position requires the ability to problem solve and find creative solutions as needed.

RESPONSIBILITY FOR ACCURACY:

All aspects of patient scheduling and receiving consults/orders and records, require a high degree of accuracy. Medical procedures and recording practices require a high degree of accuracy. Normal errors can be detected with proofing procedures; however, more serious consequences can arise if scheduling follow-up appointments are not completed correctly and in a timely manner. Inaccuracies could result in confusion, delays in medical services, or improper diagnosis/treatment. Therefore, attention to detail and accuracy are essential for this position.

CONTACT WITH OTHERS:

The position requires excellent communication skills to interact courteously and professionally across the spectrum of patient care. Duties require frequent written, face to face and telephone communication and interaction with fellow staff, patients, families, hospital personnel, outside providers and community agencies to exchange information and to coordinate and assist with care and treatment.

CONFIDENTIAL DATA:

An above average degree of discretion is required, and adherence to HIPPAA is mandated by Federal Law. Must adhere to all hospital and tribal confidentiality policies, procedures, and guidelines. Has access to all medical records and prescribed treatment plans for patients; all of which are confidential. Must maintain complete confidentiality of all administrative, medical, and personnel records, and all other pertinent information that comes to his/her attention or knowledge. Adheres to all tribal and federal guidelines, policies, and procedures for working with confidential data. Violations of such confidentiality shall be cause for adverse action including dismissal.

CUSTOMER SERVICE:

Consistently demonstrates superior customer service skills to patients/customers by demonstrating characteristics that align with CIHA’s guiding principles and core values. Ensure excellent customer service is provided to all patients/customers by seeking out opportunities to be of service.