InfuSystem

Customer Support

• Servicing assigned customer accounts
• Maintaining existing customer files
• Processing customer orders
• Setting up new customers in our systems
• Retrieving missing documents
• Working with Territory Managers and Account Managers to grow and maintain territories
• Reducing pending paperwork, obtaining Clinical notes, obtaining required missing documents, increasing pump utilization, and maintaining appropriate inventory of pumps at facilities
• Monitoring usage of supplies and other consumables at appropriate accounts
• Communicating with field representative(s) on a daily basis
• Assigning/setup new customer accounts and maintaining existing customer files
• Processing customer orders including intake, analyzing and processing of Purchase Orders
• Working closely with Service teams to ensure proper pump programming
• Receiving, researching and answering field representatives’ and customers’ inquiries and requests regarding accounts, products, rates, and services offered by the Company
• Directing the pick-up of pumps and assisting Account Manager in obtaining paperwork
• Handling customer complaints
• Producing and submitting reports as requested by Management
• Processing documents pertaining to Pain Management in fax server as required
• Answering phones as required
• Able to work out of multiple applications simultaneously
• Attention to detail.

Customer Care Coordinator – Pain Management

Account Manager

• Be responsible for the non-clinical services included with the InfuSystem Outpatient Ambulatory Pump Program.
• Coach facility staff to improve workflow issues with patient information, ambulatory infusion pumps inventory, and supply inventory within assigned geography
• Function as an initial point of contact and escalate clinical issues via internal process as needed
• Promote New Product Initiatives within assigned active accounts
• Travel within territory
• Collaborate with co-workers to achieve monthly shared sales/process goals
• Provide top-quality service to customers by managing deployed pump fleet at each facility
• Identify and rectify patient information issues with customers
• Monitor usage of supplies and other consumables at appropriate accounts
• Communicate with team members daily
• Handle customer complaints and find solutions
• Produce and submit reports as requested by InfuSystem Management team

Human Resources

• Build strong business relationships with employees and managers in respective business units
• Provide HR expertise in the areas of employee relations, employee engagement, development, and coaching
• Partner with CHRO to ensure learning and development programs are addressing employee and business needs
• Partner with hiring managers and Talent Acquisition resources to ensure a positive candidate experience with consistency and that the right vetting occurs to ensure the right fit on both sides
• Participate in the interviewing process to ensure the right candidate is placed with the organization
• Work with department leaders on annual talent review, performance reviews & compensation planning
• Partner with department leaders to achieve positive employee engagement within the various departments
• Proactively address employee relations issues with leaders and provide guidance on how to handle, ensuring consistency in approach and mitigating risk for the Company
• Ability to relate well with and influence, strong, independent thinkers
• Demonstrated credibility and integrity in communication, actions, and an optimistic approach to business
• Viewed as a provider of balanced and positive support, especially in gray areas
• Critical thinker with success in developing innovative solutions to business problems; able to work through complex issues
• "High touch" approach to leadership including presence and visibility to leaders at all levels
• Ability to resolve moderately complex employee issues
• Demonstrated adaptability skills to work within a diverse workforce with competing priorities
• Strong teamwork mindset with the ability to partner effectively with subject matter experts

Senior HR Business Partner

Financial Planning and Analysis

• The Senior Financial Analyst (SFA) is a strategic business partner responsible for revenue forecasting, budgeting, financial modeling, and performance analysis.
• Reporting to the Manager of FP&A, this role supports business growth by delivering actionable insights, evaluating new opportunities, driving process improvements, and presenting data in a clear and compelling manner.
• Lead budgeting, forecasting, and long-range planning activities for assigned revenue and operating expense areas.
• Develop and maintain financial models, monitor performance against plan, and provide actionable variance analysis and recommendations.
• Serve as a trusted business partner to Sales, Operations, and Corporate leaders by providing financial insights that support decision-making.
• Support KPI reporting, management reporting, and performance analytics.
• Identify and implement opportunities to improve, automate, and streamline planning, reporting, and analytical processes.

Senior Financial Analyst

• Develop and execute a territory plan, with responsibility for territory growth and achievement of all sales quotas.
• Conduct five business reviews per month within key and strategic accounts and prospects.
• Develop and maintain relationships with customers by staying connected with day-to-day contacts, supervisors, key influencers, and decision-makers at customer locations.
• Partner with the Account Manager and Customer Care Coordinator to maximize service and revenue in new and existing accounts, including coordinating paperwork, pump shipments and returns, new account setup, and related processes.
• Provide consultative information to customers about equipment based on technical knowledge of products and protocols.
• Submits sales contracts & quotes for orders obtained.
• Prepare and submit expense reports in accordance with company policy.
• Complete all sales reports and required documents in a timely manner.
• Attend tradeshows, sales meetings, and education seminars as needed.
• Have reliable internet access.
• Return customer messages the same day.
• Complete accreditation and other exams as required.
• Update HubSpot Sales CRM daily with new business prospecting efforts.

Territory Manager – Medical Device Sales

• Servicing assigned customer accounts, maintaining customer files, processing orders, and setting up new accounts
• Qualifying new clients by reviewing patient orders and clinical notes
• Reviewing patient paperwork to ensure it is complete and accurate
• Initiating initial calls to patients to establish relationships, ensure receipt of pump and supplies
• Initiating scheduled follow-up calls with patients to monitor pump usage and supply needs
• Reviewing records and working with wound care nurse to determine ongoing need for pump when applicable
• Ordering home wound care supplies to be delivered to patients
• Monitoring usage of supplies and other consumables at the account
• Processing customer and patient orders
• Handling customer and patient complaints
• Producing and submitting reports as requested by Management
• Processing documents in fax server as required
• Answering phones as required
• Other duties as assigned

NPWT Customer Care Coordinator

Marketing

• Lead tradeshow execution
• Manage the full lifecycle of tradeshows and events, including registration, logistics, vendor coordination, shipping, booth setup, budget tracking, and on-site execution readiness
• Ensure flawless execution with strong attention to detail
• Coordinate and execute corporate events
• Support planning and execution of internal and external events, ensuring timelines, logistics, and deliverables are managed efficiently
• Own marketing project coordination
• Manage multiple projects simultaneously, driving timelines, collecting feedback, securing approvals, and ensuring final deliverables are accurate and on time
• Manage surveys and reporting
• Execute satisfaction surveys, track performance, and provide organized, actionable reporting (experience preferred)
• Develop Business Forms & Documentation
• Oversee marketing assets and inventory
• Maintain inventory of sales and marketing materials, including promotional items, ensuring accurate tracking, reordering, and distribution
• Maintain marketing collateral and version control
• Update, archive, and organize materials to ensure teams always access the most current assets
• Assist with website updates and basic analytics reporting
• Support creation of sales materials, patient content, and digital assets
• Partner with internal stakeholders and external vendors to support broader marketing initiatives

Marketing Coordinator

Compliance

• Assures the organization remains compliant with CMS Supplier Standards, CHAP Healthcare accreditation requirements, HIPAA, and Compliance programs through performing internal audits, and assessing areas for further development
• Conducting opening and closing meetings, preparing, and presenting final audit reports, and documenting findings in QA software
• Maintains annual audit schedule and sees the schedule through to completion
• Assures all findings are addressed within 30 days and sees all findings through to completion including follow up
• Responsible for receipt and documentation of patient complaints and assures adherence to response and resolutions times
• Remains vigilant in HIPAA Privacy rules and Healthcare Compliance regulations and stays current on any changes including proposed changes to regulations
• Supervises and assists as needed with document control administration for all compliance documentation which includes HME policies for CHAP accreditation, HIPAA and Healthcare Compliance manuals, policies, and all supporting work instructions/forms/records under document control
• Coordinates with the Quality Assurance Manager to schedule quarterly Quality and Performance Improvement Reviews
• Presents to cross function audience on the topics of complaint trends, compliance trends, and satisfaction survey results
• Reviews and approves meeting Assures follow up items are addressed in a timely manner for responsible areas
• Remains vigilant in all follow up activities to assure current status and compliance
• Performs thorough and complete investigation of compliance incidents
• Gathers supporting evidence and is details in PHI exposure if any
• Documents risk assessment
• Supports the VP of Compliance and Quality by assuring reported incident details are complete by following up with department leaders
• Reviews corrective actions with VP and ensures completion and accurate documentation
• Tracks and trends compliance incident types and reports on monthly and during quarterly reviews

Compliance Supervisor

• Responsible for maintenance of current federal, state, and local business licenses for all business segments.
• Submits renewal applications in a timely manner to prevent the lapse of any license.
• Follows up closely on license renewal submissions ensuring renewal is processed.
• Remains vigilant in any changes in licensing requirements.
• Research licensing requirements for new products or additional locations.
• Interacts professionally with Executives to obtain required personal information used in the renewal and/or acquisition of new licenses.
• Maintains confidentiality of personal data and follows up annually for accuracy.
• Exceptionally organized to meet renewal dates and avoid late fees, fines, and/or penalties.
• Reports changes (change in officers, change in location, change in ownership, change in products for example) to the State Board of Pharmacy as required within the required timeframe.
• Maintains Surety Bonds and corresponds with Finance for any renewals or new bonds as it relates to Medicare and state licensing requirements.
• Collaborates with DRICs to ensure compliance and adherence to state requirements such as renewal of personal licenses and completion of State Board of Pharmacy Self-Assessments where required.
• Maintains physician license integrity to ensure license is in good standing with the state licensing board as well as OIG and SAM exclusion lists.
• Confirms PECOS enrollment as required.
• Identifies discrepancies and clearly communicates details in a timely manner.
• Serves as document control administrator for all compliance documentation which includes CHAP policies, HIPAA, Compliance, IT/Security, Business Continuity policies and their supporting work Instructions, forms, and records.
• Assists the Compliance Supervisor with patient complaints and follows up with internal parties as needed and performs investigations.
• Performs internal audits to ensure compliance with HIPAA and Compliance programs, Environmental and Safety policies, and CHAP accreditation standards.
• Conducts opening and closing meetings with leaders/process owners, prepares, and presents final audit reports, and documents findings in QA software.