Medical Service Technician

Overview

Transports and delivers durable medical, mobility, and basic respiratory care equipment and supplies to customer homes. Assembles and verifies the performance of equipment in customer homes.

Provides detailed equipment use and care instructions to patients and/or caregivers. Works independently after hours on call for delivery or trouble shooting of equipment and supplies. Serves as an independent back-up in other key areas in the warehouse operations as determined by management.

Qualifications

Education:

Education equivalent to graduation from high school is required.

Licensure/Certification/Registry:

Must possess a valid Illinois driver's license and be deemed as an acceptable driver in accordance with the MHS Fleet Safety Policy (five year MVR will be required). A valid Illinois Class C license (Commercial Driver's License with hazardous materials endorsement) is a plus.

Experience:

Minimum one year of customer service experience required.

Other Knowledge/Skills/Abilities:

• Attain required Medical Service Technician CBL'S through the online Med University within the first 90 days.

• Strong mechanical and assembly aptitude preferred. Understanding of, and experience with, combustible materials is strongly preferred.

• Demonstrated broad understanding of the majority of home medical equipment and the ability to independently perform in-home setups associated with them is required.

• Possesses basic personal computer skills, with the ability to retrieve and enter limited amounts of data is required.

• Good oral communication, customer relations, listening, analytical, and interpersonal skills are required.

• Highly flexible, ability to manage multiple priorities.

• Proactive problem solving skills.

• Flexibility to work weekends and on call shifts.

Responsibilities

Drives a company vehicle to transport a variety of durable medical, mobility, and basic respiratory care equipment and supplies to patients' homes. Medical Service Technician is required to do all pre and post trip inspections. After inspection MST is required to report repair or maintenance issues to ensure vehicle complies with inspection requirements.

Selects appropriate equipment, loads/unloads medical equipment from company vehicle and delivers it to the desired location inside the customers' homes. As necessary, utilizes a variety of assistance devices, such as dollies, carts, cargo straps, etc. to aid in the delivery and transportation process.

Assembles equipment and provides detailed instruction concerning proper use and care. Medical Service Technician will make recommendations to customers to enhance equipment effectiveness or safety.

All paperwork related to deliveries & maintenance is complete, organized, accurate and submitted to the supervisor at the end of each day. Obtain patient signatures for billing purposes. May handle monetary exchanges as required on the route.

Conforms to on-call requirements as assigned. Schedules and prioritizes routing of in-home customer visits resulting from on-call situations.

Receives, interprets, and verifies the completion of daily work orders by obtaining customers' signatures or by completing documentation. Arranges for the completion of follow up work or notates work referred to other departments for handling in customers electronic chart note field Reviews final work orders for accuracy, completion, and approval prior to routing.

Prior to loading evaluates equipment for proper performance, safety, and functionality. Performs adjustments, and as necessary, troubleshooting, testing, and/or minor repair.

Recommends additional equipment and/or supplies to customers based on their needs or requests.

Upon pick-up, equipment is properly tagged, field cleaned if indicated and bagged prior to placing in truck, and returned to the branch to be cleaned, function tested and placed in the proper area of the warehouse.

Monitors and updates documentation and tracking system(s) related to the purchase, issuance, recall, repair, and maintenance of patient care equipment and related components and accessories.

Maintains and monitors the inventory of patient care equipment and supplies in the home.

As required, may load and unload liquid oxygen, concentrators and other basic respiratory care equipment to/from the delivery vehicle and customer's home.

Communicates, and coordinates activities with, management and dispatch personnel concerning delivery schedules and service status.

All deliveries are made adhering strictly to the traffic laws and regulations as established by the Department of Transportation. Must complete manifest for hazardous materials and all legal documentation requirements as needed for Department of Transportation and Federal Drug Administration.

Must be able to attend vendor-sponsored training or informational sessions as new products are introduced when needed.

May lead departmental meetings and perform departmental in-service on new or existing products as a subject matter expert as appropriate.

Identifies, documents, and reports unused (or the inappropriate use of) equipment in customer's home and report to supervisor and/or clinical staff.

Retrieves and enters basic information to/from USS system relating to home medical equipment or patient account information or notes.

Serves as a back-up for other areas within the unit or department, especially during times of special needs or staff absences.

Reviews medical documentation received to ensure it is within the insurance regulations to dispense product/ equipment.

Participate in assigned online and on- the- job training to learn basic medical terminology, product/ equipment information, and insurance fundamentals.

Utilize computer software to create/ maintain electronic customer accounts. Documents and modifies customer account, billing, and insurance information as required to keep current.

Learn to perform basic and complex equipment assembly, cleaning, testing, repair, and troubleshooting.

Greets customers in-person or via phone and determines nature of inquiry. Within scope of knowledge and authority, assists customers with product/ service inquiries and equipment questions and selections.

Interprets doctors' orders received for medical equipment; determines and conveys the appropriate selection to the customer based on prescription and current insurance coverage.

Provides product/ equipment descriptions, usage, and demonstrations regarding equipment and associated supplies to customers and ensures adequate customer understanding.

Coordinates the delivery of medical equipment, supplies, and associated items at customers request or as business needs dictate.

Prepares work orders and coordinates their successful implementation with the appropriate internal and external resources.

Serve as back up to others such as dispatch and cleaning room during times of special needs or absences.

Prepare for and perform physical inventory counts.

Assist Memorial Home Services management with the Joint Commission preparation and surveys.

Ensures that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining solid product knowledge, and all other aspects of customer service.

Provide training and educational experiences for less experienced staff members.

Participate in mid and year-end inventory processes.

Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.