Cpap Therapy Consultant

Air Liquide Healthcare Australia are a leading and dedicated supplier of medical gases, homecare and sleep services. We specialise in respiratory diseases and have a strong reputation in sleep diagnostics and CPAP therapy.

The underlying objective of this position is to carry out services and sales duties in dealing with patients over the counter and over the phone. The main products sold in the CPAP Clinics are CPAP units and accessories (medical equipment used to treat Obstructive Sleep Apnea), but may also include other products and associated services (e.g. Bi-level units, home diagnostics, oxygen therapy). An important focus of this role is to provide customised assistance to patients to help them succeed with their therapy while complying with a medical prescription and with company procedures.

**How will you CONTRIBUTE and GROW?**:
**Is overall responsible for the good management of the CPAP clinic from a service, sales, **admin and operational perspective.
**Patient relationship management**:

- **Take care of patients’s enquiries over the counter and over the phone according to company’s procedures and guidelines**
- **Investigate and resolve patient issues; escalate to Manager as appropriate**
- **Provide set-up, on-going services and equipment according to a medical prescription where applicable**
- **Fit the patient with prescribed mask or recommend the most appropriate mask if one is not prescribed**
- **Ensure patients’ therapy support as per the company procedures. Solve patient difficulties by troubleshooting issues**
- **Provide counselling to patients (encouragement and support for adjustment to therapy)**
- **Liaise with referring physician when required**
- **Provide the physician with a follow-up report as advised by the Manager or procedures.**
- **Provide patients with advice in the safe and effective use of their medical equipment**

**Sales development**:

- **Promote sales according to company policies and procedures regarding services, products, programs, pricing**
- **Solicit sale of new or additional services over the phone, with follow-up on introduction to therapy phase and rentals to ensure conversion to purchase and reduction of dropout rates**
- **Explore patients’ needs before advising patients of the most suitable equipment**
- **Display or demonstrate products and emphasize saleable features**
- **Display and use marketing material as advised by Manager and Marketing Teams**
- **Ensure good condition of the retail premises and displays at all times**

**Admin duties and stock management**:

- **Process all transactions on-line including orders, invoices and follow-ups**
- **Responsible for handling of payments**
- **Organise patient information as per privacy and confidentiality procedures**
- **Maintain adequate stocks for sales, introduction to therapy and rental programs as per company policies**
- **Accountable for both rental and sales stock - Manage the stock with on-going reconciliations in order to minimise variances. Optimise stock levels and re-order stock and assets as per company policies and procedures**
- **Ensure movement stock (CPAP devices, humidifiers, modems, tubing, masks) that are returned from patients are processed in compliance with the 5-Step QC procedure prior to their re-use, and that cleaning and disinfection is carried out as per company procedures**

**Diagnostic duties and equipment management**:

- **Ensure diagnostic equipment (HBSS devices) that are returned from patients are processed in compliance with the diagnostic cleaning procedure prior to their re-use, and that cleaning and disinfection is carried out as per company procedures**

**Other duties**:

- **Schedule and maintain servicing of equipment by coordinating repairs with the relevant manufacturers’ service providers**
- **Compliance at all times with ALH policies and procedures and with all regulatory standards and legislations applicable to the role**
- **Report all incidents in accordance with requirements of ALH's Intelex**
- **Other duties as delegated by the Clinic Manager**

**Are you a MATCH?**:

- **The ability to fulfil all of the above listed duties and accountabilities**
- **Tertiary qualifications are considered advantageous but not essential**
- **A minimum of one year retail experience with demonstrated customer service and sales skills are considered advantageous but not essential**
- **Ability to read, analyse and interpret documents such as safety rules, operating and instructions, procedure manuals and the ability to write routine reports and correspondence**
- **Ability to solve practical problems and respond to common enquiries or complaints**
- **Ability to interpret an extensive variety of instructions and manage competing demands and follow tasks to completion**
- **Strong interpersonal and communication skills, ability to deal with difficult customers**
- **Strong organisational skills and attention to detail**
- **Computer literacy and abi