Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.
1. With general supervision, receives a daily route and assignments and prepares the truck for delivery by scanning and pulling stock. (e.g., wheelchairs, hospital beds, bathroom aids, medical supplies, etc.), staging equipment for delivery based on the order of the route, and loading equipment on the truck following safety standards and standard operating procedures.
2. Participates with supervisor/manager to conduct a daily assessment and verification (Pre-Trip Inspection) of the truck, equipment and supplies and confirm basic safety operations (e.g., lights, brakes, mileage, vehicle appearance, etc.). Reports any damage and malfunctioning equipment immediately to manager.
3. Follows the daily route to accomplish timely delivery of requested hospice equipment. This may include calling ahead to notify patients or care-givers of estimated delivery times. Unloads and sets up authorized equipment to the point it is fully functional and meets customer expectations. In a courteous and respectful manner, reviews basic equipment operation and instructs patients and/or caregivers on the proper use and care of equipment. Confirms delivery and set up via signature.
4. Performs safety assessments of patient environments following the standard safety assessment checklist. Confirms the condition of the environment via the patients’ or caregivers’ signature and submits the paperwork as appropriate to remain in compliance with the Department of Health.
5. Follows the daily route to accomplish timely pick up and/or exchange of durable medical equipment, using Company scanning systems to track equipment. Breaks down; loads and segregates returning and outgoing equipment and supplies onto the truck following established safety procedures. This includes but is not limited to identifying hazmat symbols, wearing protective safety gear and red-bagging and handling contaminated equipment in a safe manner. Confirms pick up via a caregiver signature.
6. Maintains continuous communication via smart phone with the Customer Service and/or Dispatch team to relay a change in an order status or non-compliance with prescribed orders, position in routes, re-routing, stock availability and confirm delivery and pick up of equipment. This includes but is not limited to communicating availability of rolling stock, and location information. Additionally, escalates issues or potential issues to the customer service team as appropriate.
7. On a daily basis, completes and maintains the driver log, the vehicle check-out, the vehicle inspection and the oxygen manifest to ensure compliance with the Department of Transportation.
8. Responds to emergency calls and new patient orders to deliver equipment as needed during regular business hours and during on-call rotation as defined by respective leadership.
9. Upon completion of routes, unloads returned equipment following safety and handling procedures. Checks in using Company scanning systems and confirms equipment with warehouse personnel for proper sanitization and cleaning. Submits completed driver paperwork and logs as required.
10. Stocks delivery trucks with rolling stock to ensure “ready” condition for the next delivery.
11. Follows the safety program and adheres to Occupational Safety and Health Administration (OSHA) guidelines to reduce work-related injuries.
Knowledge, Skills & Abilities
Education, Licensure or Certification:
A high school diploma or equivalent is required
All must have a current state issued driver’s license, must be active and valid the last three consecutive years
A confirmed driving motor vehicle record (MVR) successfully demonstrating no major violations in the past three consecutive years, no more than one preventable accident with one moving
violation in past three years, no more than two minor violations with no at-fault accidents in the past three years.
Technicians between the ages of 21 and 25 must have a clean motor vehicle record (no accidents and no tickets received).
Work Experience or Related Experience:
At least six months of experience in which incumbents regularly interface with customers is essential to perform customer services functions as described
Experience in the healthcare or medical fields in which incumbents have worked with durable medical equipment is preferred
One year of previous delivery or warehouse experience preferred
Specialized Knowledge, Skills & Abilities:
Strong interpersonal skills and customer service skills are necessary as is the ability to remain customer service oriented during situations in which patients or caregivers may be frustrated or upset
The knowledge and ability to operate smart devices (e.g., smart phone, tablets), computers and hand held scanning devices are required
The ability to read, write and follow written and oral instructions is required to ensure accurate completion of DME deliveries, exchanges and pick-ups
The ability to protect and maintain the confidentiality of patient protected health information and follow standard operating procedures to ensure compliance with HQAA and HIPAA is required
The ability to operate a 14-16-foot box truck in a safe manner is essential
The ability to follow a city map and navigate a new daily route is required
Good organization and prioritization skills are required to plan and stage equipment as described
A safety orientation is required to perform work (e.g., driving, delivery, set up, loading and stocking of durable medical equipment as described) and follow safety operating procedures
The ability to verbally communicate with patients and care givers in a compassionate and clear manner is required. Spanish speaking skills are desirable but not required
The ability to maintain a flexible schedule to accommodate unplanned events and participate in an on-call rotation is essential
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