Job Purpose

The Retail Technician will act as a PAP Technician as well as provide overall support of retail operations. This role supports patient education, equipment setup and maintenance, troubleshooting, and customer service for PAP and retail items.

General Expectations

• Regular, reliable, and predictable attendance.
• Comply with all applicable company policies, procedures, and patient protocols.
• Comply with all current government regulations and professional standards respecting patient care.
• Fill in potential vacancies that may arise from staffing needs in other company locations.

Duties and Responsibilities

• Develop and maintain working knowledge of current products and services offered by company.
• Support of retail functions at retail and virtual location (s) for effective store operations:
• Assisting with merchandizing best practices,
• Perform monthly inventory counts to ensure stock of all appropriate supplies,
• Providing a patient-centric and welcoming environment,
• Ensuring impeccable customer service,
• Troubleshoot customer issues and equipment problems professionally with empathy and time sensitivity.
• Assist walk-in patients with supply selection, troubleshooting equipment, downloads, mask issues, pressure changes, and any other general questions.
• Schedule patients for PAP setups, new PAP supply, mask fittings/exchanges, or any other appropriate appointment according to company SOP.
• Collect co-insurance payments due, secure credit card information for autopay, arrange patient payment plans according to company policies and procedures.
• Educating patients on proper use of equipment or supplies which includes PAP mask fitting and resupply guidelines for any product line.
• Perform preventative maintenance on equipment according to policies and procedures.
• Process all equipment returns according to company policies and procedures.
• Document all information necessary to ensure reimbursement for all appropriate equipment, products, and services.

• Any duties associated with support of logistics and inventory of but not limited to retail product lines.
• Assist with motorized chair setups, delivery and education per policy and procedure.
• Utilization of SleepGlad and other ancillary services according to SOP or request.
• Timely processing of patient paperwork and Brightree WIPs as assigned.
• Maintaining KPIs and goals as instructed.
• Report equipment hazards and/or product incidents as required in accordance with company policies and procedures.
• All other duties as assigned.

Qualifications

• Knowledge of DME or home health industry preferred.
• Experience working in a fast-paced environment.
• High level of attention to detail.
• Effective verbal and written communication skills.
• Exceptional client focus and a natural ability to build relationships providing best-in-class service to customers and partners alike.
• Ability to work in a team setting as well as independently to meet deadlines.
• Maintain a strong sense of urgency with multiple priorities and close the loop when interrupted.
• Intermediate knowledge of applicable Microsoft Office Suite.
• Willingness to work a flexible schedule and travel as deemed necessary.
• Must love helping people, internally and externally.
• Positive influence on all employees.
• Excellent computer and office machinery skills.
• Must have a valid driver’s license and proof of clean driving record.
• Must be able to pass required background checks and drug screenings.
• Must carry personal liability car insurance with a minimum limit of $100,000.

Physical Requirements

While performing the duties of this position, employee may be required to stand for extended periods of time and must talk and hear. Occasional stooping, bending, twisting, and crouching may be required. The employee sits, walks, kneels, and reaches with hands and arms. May be required to lift and/or move up to 300 lbs. Specific vision abilities required by this job include distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. This position requires the ability to drive an automobile. Must be 21 years of age to comply with company auto insurance regulations.

This description is a summary of the functions of this position. Other duties may be assigned as needed. Baxter Management / Baxter DME reserves the right to review and adjust this job description as business needs dictate.

Williams Medical Supply is an Equal Opportunity Employer.

Job Type: Part-time

Pay: $18.00 per hour

Expected hours: No more than 29 per week

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• Nashville, TN: Relocate before starting work (Required)

Work Location: In person