CPAP Therapy Consultant

Role overview

Patient relationship management

• Respond to patient enquiries in person and by phone, investigate issues, and escalate them when appropriate.
• Set up therapy and equipment according to prescriptions, fit prescribed or suitable masks, troubleshoot therapy difficulties, and support patients adjusting to therapy.
• Liaise with referring physicians and provide follow-up reports as directed.
• Advise patients on safe and effective medical equipment use and ensure they understand therapy and mask-fitting instructions.

Sales and clinic operations

• Promote services, products, programs, and pricing; identify suitable equipment based on patient needs and demonstrate products.
• Follow up during therapy introduction and rental periods to support conversion to purchase and reduce dropouts.
• Maintain retail premises and displays and use marketing materials as directed.

Administration and stock

• Maintain computerized patient files in Great Plains and Monday.com; process orders, invoices, follow-ups, and payments.
• Protect patient information in accordance with privacy and confidentiality procedures.
• Manage sales and rental stock, reconcile inventory, maintain appropriate levels, and reorder as needed.
• Process returned CPAP devices and accessories in line with the five-step quality-control procedure, including required cleaning and disinfection.

Equipment, compliance, and service

• Process returned HBSS diagnostic equipment using the required cleaning and disinfection procedure before reuse.
• Coordinate repairs and equipment servicing with manufacturers' service providers.
• Comply with company policies and applicable regulatory standards, report incidents through Intelex, and perform other duties delegated by the clinic manager.

Guidelines and qualifications

• Work autonomously to provide complete over-the-counter service and ensure patients understand therapy, safe equipment use, and mask fitting.
• Follow physician prescriptions; obtain sleep-lab or physician approval before proposing an alternative when a prescribed model is unavailable or unsuitable.
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Work setting

• The role involves providing in-clinic, over-the-counter patient service and maintaining retail clinic premises.