Overview The HME Delivery Technician provides service to Mercyheath at Home patients through delivery, assembly and instruction on safe use of home medical equipment. This position also performs follow up visits for preventive maintenance, field repairs, equipment exchanges and equipment pick-ups. After hour on-call equipment delivery and problem solving is commonly required. Appropriate documentation is a critical component of this position to ensure all company policies and regulatory requirements are met. Responsibilities Essential Duties and Responsibilities Delivers home medical equipment timely and efficiently to patients. Instructs patients in the proper use of equipment per policy using the teach and teach-back method. Equipment ranges from simple walk aids such as canes and walkers to higher tech equipment such bilirubin lights, respiratory care equipment, and complex wheelchairs. Reviews and explains all required documentation at each patient contact. Obtains signatures for consents, education and training forms and proof of delivery as needed. Solves a wide variety of customer issues and questions, while referring issues out of their scope to management of the appropriate department. Assesses appropriateness of equipment based on the patient's ability to use and evaluates patient's home environment to ensure safe use of equipment. Functions independently in an on-call, after hour role to make decisions to resolve customer issues and questions and deliver equipment. Acts as Mercyheath at Home liaison with referral sources, key internal and external customers. Performs preventative maintenance as required by Mercyhealth policy, manufacturer or government regulation. Maintains or repairs equipment as needed and completes all required documentation Inspects and cleans returned equipment per procedure. Restocks inventory at multiple consignment locations. Maintains up-to-date, accurate information regarding equipment maintenance, oxygen lot numbers, and equipment delivery, to accreditation and regulatory requirements. Performs daily vehicle check to ensure vehicle maintenance is completed as needed to avoid costly repairs and breakdowns. Loads and secures equipment to be delivered in an appropriate manner to prevent damage and contamination to equipment during transit. Verifies client's demographic and insurance information upon delivery to ensure accurate input to billing for reimbursement. Completes documentation associated with delivery of products timely in accordance with company policy and regulatory requirements. Follows and complies with all policies, procedures, rules, and regulation and Mercyhealth. Complies with all applicable requirements for continuing education to maintain licensure/certification as established by Mercyheath or by state or federal law or regulation Culture of Excellence Behavior Expectations To perform the job successfully, an individual should demonstrate the following behavior expectations: Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals. Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions. Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals. Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue. Education and Experience High School Graduate or equivalent 6 to 12 months experience in a customer service based environment. Certification and Licensure For those driving Mercyhealth vehicles: Maintain a valid driver's license. Have and maintain an acceptable driving record per Mercyhealth's HR.100 Fleet and Driver Safety policy. For those driving their personal vehicles: Maintain a valid driver's license and reliable transportation with proof of vehicle insurance when requested. Have and maintain an acceptable driving record per Mercyhealth's HR.100 Fleet and Driver Safety policy. Skills and Abilities Knowledge of Medical Terminology Basic computer skills Excellent customer service and verbal communication skills. Ability to lift, carry and move durable medical equipment that weighs up to 75lbs. Special Physical Demands The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations. Frequent exposure to all types of weather along with driving up to 150 miles may be required when completing home equipment deliveries or routine follow-ups. Working conditions are often stressful, demanding and fast paced, including frequent interruptions. This position must be able to prioritize workload and multi-task. Working conditions can vary due to the work being performed in a warehouse location and in patient's homes where the temperature may fluctuate. Interaction with patients and used equipment presents potential infection control hazards; they are often exposed to patients/family members who are ill, apprehensive, and stressed, along with employees who are sometimes dealing with very heavy workloads, or stressful situations. Ability to lift, carry and move durable medical equipment that weighs up to 75lbs. Items weighing up to 75 lbs. may need to be carried and placed on stacked shelving. Pushing and pivoting up to 200 lbs. is common. Many activities require repetitive motion (i.e., use of keyboard). Level of Supervision N/A Supervises N/A