[Hiring] Respiratory Support Specialist @Super Care LLC

Role Description

The Respiratory Support Specialist – Sleep & PAP Services serves as a key customer service representative within the branch, supporting patients receiving Positive Airway Pressure (PAP) therapy and other sleep-related respiratory services. This role is responsible for coordinating patient equipment set-ups, providing exceptional customer support, ensuring accurate documentation and compliance, and promoting successful PAP therapy outcomes through patient education and follow-up.

The Respiratory Support Specialist works collaboratively with patients, referral sources, branch operations, respiratory clinicians, and payer partners to ensure timely service delivery and compliance with healthcare and insurance requirements. Schedules may vary based on branch operational needs and may include evenings and weekends.

What You’ll Do:

• Patient Support & Customer Service
  • Coordinate PAP equipment set-up appointments and ensure timely delivery of services to patients.
  • Provide instruction and education to patients regarding PAP equipment usage, cleaning, maintenance, and therapy expectations.
  • Explain patient financial responsibility, insurance coverage, copayments, and payment options.
  • Deliver exceptional customer service while responding to patient inquiries, concerns, and follow-up needs.
  • Monitor PAP patient compliance and proactively communicate with patients to encourage therapy adherence and successful treatment outcomes.
  • Maintain professional and compassionate communication with patients, caregivers, physicians, and referral sources.
• Documentation & Data Management
  • Accurately enter and maintain patient information, authorizations, payer requirements, and compliance documentation in company databases and systems.
  • Appropriately document all patient interactions, communications, and account updates in accordance with company standards.
  • Maintain knowledge of applicable insurance guidelines, coverage criteria, and reimbursement requirements related to PAP and sleep therapy services.
  • Assist with preparation and submission of audit documentation for Medicare and commercial insurance claims.
  • Respond accurately and timely to claim audits and compliance requests.
• Collaboration & Operational Support
  • Collaborate with physician offices, branch teams, intake staff, respiratory clinicians, and sales personnel to obtain required documentation and ensure timely processing of patient orders.
  • Identify trends, documentation issues, or workflow opportunities and provide feedback to leadership and team members.
  • Participate in branch meetings, trainings, and ongoing educational programs.
  • Assist in maintaining departmental reference materials and process documentation.
  • Support branch operational goals and contribute positively to team performance and patient satisfaction initiatives.
• Compliance & Quality Assurance
  • Maintain patient confidentiality and comply with all HIPAA regulations and company privacy standards.
  • Ensure compliance with SuperCare Health policies, accreditation standards, and payer requirements.
  • Complete all required compliance and continuing education training programs.
  • Maintain accurate and audit-ready documentation at all times.
  • Perform other duties as assigned.

Qualifications

• A High School Diploma or equivalent required.
• Minimum one (1) year of customer service, healthcare administrative, insurance verification, claims, billing, call center, or related experience.
• Strong verbal and written communication skills.
• Proficiency with computer systems, data entry, and Microsoft Office applications.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Experience in Durable Medical Equipment (DME), Home Medical Equipment (HME), sleep therapy, respiratory services, or healthcare reimbursement.
• Knowledge of Medicare, Medicaid, and commercial insurance guidelines related to PAP therapy.
• Experience working in a healthcare environment that routinely bills insurance.
• Bilingual skills preferred based on branch needs.
• Completion of a state-approved training program covering state and federal laws on device and controlled substance distribution, USP safe storage and handling standards, safe handling of home medical devices, and prescription terminology, abbreviations, and formatting.

Benefits

• Medical
• Dental
• Vision
• Flexible Savings Account
• 401K
• Voluntary Life Insurance
• Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.

Perks

• Paid Training
• Paid Time Off
• Sick Time
• Remote Work Opportunity
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program