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Queensland, Australia
Onsite
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.
Provide administrative support to the commercial activity and/or to the customers/patients, like contract management, customer organizations' interfaces, payors' interfaces (States or Private Insurance).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:
Create and maintain computerized patient files in the company ERP (Great Plains and Monday.com)
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
4. Guidelines and Expectations
The CPAP Therapy Consultant should be able to:
Take sufficient time to ensure that the patient has understood all instructions on their therapy as well as on the safe usage of the unit and on the proper fitting of their mask
Autonomously work to deliver complete over the counter service
Request sufficient stock in order to provide complete patient service
Process and invoice completed dockets
Consult technical department regarding servicing issues
Improvements or greater efficiencies in delivery of patient service
Organise servicing and follow up to ensure satisfactory delivery of service
Seek advice from technical or marketing people if unsure of a technical issue
Comply with physician script. However, if a specific model is prescribed and is not available or not really suitable for the patient; another item may be proposed subject to approval from the sleep lab/physician
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 ability to use Google Workspace and ability to learn and utilise all appropriate softwares and websites used by the company
The employee is occasionally required to stand and must occasionally lift and/or move up to 5 Kg in weight (percentage of the day: 5%)
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.
Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.