Respiratory Support Coordinator

About the Role

The Respiratory Support Coordinator provides comprehensive direct and indirect patient care services across home, office, and hospital environments in accordance with all governmental, accrediting, and organizational policies and procedures. This role ensures patients receive appropriate goods and services efficiently while serving as a subject matter expert, conducting new hire training, and mentoring team members.

Responsibilities

• Collaborate with Respiratory Department Staff, CPAP/BIPAP Program Managers, and Operations Managers to provide equipment instruction, service, and troubleshooting for respiratory patients.
• Set up and fit PAP patients with appropriate equipment and masks.
• Conduct patient follow-up calls and visits to ensure optimal care outcomes.
• Communicate instructions and processes to patients professionally and informatively.
• Contact clinical support for urgent patient needs identified during home visits.
• Perform routine preventative maintenance checks and simple repairs per company policy and manufacturer guidelines.
• Troubleshoot equipment failures with patience and professionalism.
• Report equipment hazards and product incidents in accordance with company policies.
• Maintain working knowledge of current Respiratory Programs and HME products and services.
• Complete all required company, insurance, and government paperwork accurately and timely, including:
  • Delivery tickets and safety checklist forms.
  • Patient booklet receipts, ABNs, and AMAs.
  • Equipment-specific instruction and cleaning forms.
• Develop and maintain basic reimbursement knowledge to ensure proper documentation for billing purposes.
• Maintain patient confidentiality and operate within HIPAA guidelines.
• Complete assigned compliance training and educational programs.
• Adhere to procedures for Personal Protective Equipment (PPE), infection control, and hazardous materials handling.
• Assist with implementation of quality improvement programs to meet company standards.
• Promote services and products to community referral sources as appropriate.

Lead Responsibilities

• Serve as subject matter expert and primary resource for the team.
• Conduct new hire training and mentor team members.
• Handle escalated calls and complex issues with appropriate follow-up.
• Identify root causes of service issues and collaborate on process improvements.
• Prepare reports for leadership and other departments.
• Support departmental standards and Patient Experience initiatives.
• Assist with task coordination and ensure adherence to workflows.
• Collaborate with supervisor on performance metrics and service excellence.

Requirements

• High school diploma or equivalent required.
• Work-related construction, general manual labor, military, equipment repair, or maintenance skills considered related experience.
• Exact job experience includes any of the above tasks in a Medicare-certified HME environment that routinely bills insurance.
• Knowledge of respiratory therapy or DME services preferred.
• Valid and unrestricted driver’s license from state of residence.

Experience Levels

• Specialist Level (Entry Level): One (1) year of work-related experience.
• Senior Level: One (1) year of work-related experience plus two (2) years of exact job experience.
• Lead Level: One (1) year of work-related experience plus four (4) years of exact job experience.

Skills

• Equipment repair or maintenance skills.
• Proficiency with computer systems and database applications.
• Understanding of basic medical terminology.
• Knowledge of insurance verification processes.
• Strong attention to detail and organizational skills.
• Ability to work under time constraints and manage multiple priorities.
• Written and verbal communication skills.
• Professional demeanor in patient and staff interactions.
• Commitment to confidentiality and data security protocols.

Physical Demands and Work Environment

• Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use.
• Work environment may be stressful, with fluctuating office activities and work levels.
• Subject to long periods of sitting and exposure to computer screens.
• May be exposed to hazardous materials, loud noise, extreme heat/cold, and direct or indirect contact with airborne, bloodborne, or other potentially infectious pathogens.
• May be exposed to angry or irate customers, patients, or referral sources.
• Ability to utilize a personal computer and other office equipment.
• Assist in pulling a patient weighing approximately 130 pounds to a sitting position.
• Must be able to lift 50 pounds as needed.
• Mental alertness to perform essential functions of the position.
• Ability to work outside of normal business hours.
• Requires travel throughout the service area and use of personal vehicles.
• Ability to effectively communicate both verbally and in writing with internal and external customers, demonstrating empathy, compassion, courtesy, and respect for privacy.
• Must be able to access the patient’s residence as needed.
• Ability to work independently with minimal supervision and availability for extended hours when required.