InfuSystem

Customer Support

• 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.

Compliance Specialist

Account Manager

• Serve as an initial point of contact for customers and escalate clinical issues through internal processes as needed
• Build and maintain trusting, collaborative relationships with customer stakeholders to support long‑term partnerships, workflow adoption, and consistent execution
• Establish credibility within assigned accounts through consistent presence, reliable execution, and proactive communication
• Troubleshoot facility workflow issues related to ambulatory infusion pumps, supplies, and new products within the assigned geography and across the territory
• Proactively identify customer accounts that would benefit from workflow improvements, initiate consultative discussions with account stakeholders, and partner with the Territory Manager to drive adoption and execution of agreed‑upon solutions
• Lead Express (paperwork) and clinical in‑services for new and existing accounts recruited by the Territory Manager within the assigned geography, either in person or remotely
• Promote new product initiatives within assigned active accounts
• Provide top‑tier customer service by managing the deployed pump fleet at each facility
• Demonstrate consistent follow‑through on customer requests, issues, and action items to ensure timely resolution and sustained customer satisfaction
• Handle customer complaints professionally and drive resolution
• Research and respond to customer inquiries regarding InfuSystem products and services
• Identify, track, and resolve outstanding or pending customer paperwork issues
• Monitor usage of pumps & supplies at designated accounts
• Communicate with team members daily and share weekly schedules with Territory Managers
• Produce and submit reports as requested by InfuSystem management
• Collaborate with cross‑functional team members daily to achieve shared monthly sales and process goals
• Reside within the assigned territory
• Support approximately 200 cancer centers across NY, NJ, PA, MD, DC, VA, DE, and WV
• Travel regularly within the territory with an average of 20–25 site visits per week, typically across 3–4 route days with 1–2 office days.

NPWT Customer Care Coordinator

Marketing Coordinator

Compliance Supervisor

Compliance Specialist

Account Manager – Northeast, Mid-Atlantic