Sleep Coach - Customer Service

Are You E.P.I.C?!

Do you bring Empathy, Passion, Integrity, and Commitment to everything you do? If you’re someone who loves helping people, solving problems, staying organized, and making a real difference in someone’s healthcare journey, you may be exactly who we’re looking for!

At HSS, we’re passionate about healthcare and the people we serve. As a Sleep Coach, you’ll play an important role in supporting patients throughout their PAP therapy journey. You’ll help patients understand and use their equipment, stay on track with therapy, overcome challenges, and meet the requirements needed for long-term success.

You’ll be a trusted resource for patients, caregivers, referral sources, and our internal teams - helping make sure the right support, documentation, equipment, and services are in place when they’re needed.

What You’ll Do

• Be a Patient Champion: Support patients throughout their PAP therapy journey by providing education, follow-up, encouragement, and guidance to help them stay on track with therapy.
• Coach & Educate: Help patients and caregivers understand how to properly use and operate their equipment, answer questions, troubleshoot concerns, and provide ongoing support.
• Keep Patients on Track: Monitor assigned patients, identify compliance needs or potential barriers, and complete timely follow-up to help patients achieve successful long-term therapy outcomes.
• Be a Problem Solver: Identify patient concerns, documentation gaps, compliance risks, or workflow barriers and work with the appropriate teams to find solutions.
• Coordinate Care: Communicate with physician offices, hospitals, long-term care facilities, referral sources, patients, caregivers, and facility representatives to coordinate care and equipment needs.
• Know the Details: Review prescriptions, physician orders, patient benefits, insurance criteria, and documentation requirements to make sure orders are accurate, complete, and ready to move forward.
• Keep Things Moving: Create and process equipment and supply orders in electronic medical record systems and ordering platforms while maintaining accurate and timely documentation.
• Work as a Team: Collaborate with Sleep Services and other HSS departments to support patient care, therapy success, documentation, and insurance reimbursement.
• Support Our Referral Partners: Educate referral sources on HSS products and services, documentation requirements, and applicable insurance guidelines.
• Help Patients Get What They Need: Process sales of medical equipment, devices, and related supplies in accordance with HSS procedures.
• Deliver EPIC Service: Bring empathy, passion, integrity, and commitment to every interaction with patients, caregivers, referral sources, and teammates.
• Jump In Where Needed: Take on other responsibilities and support the team as needed to help drive our vision, fulfill our mission, and live out our organizational values.

What You Bring

• A People-First Attitude: You’re kind, friendly, patient, and genuinely enjoy helping others.
• A “Let’s Figure It Out” Mindset: You’re proactive, positive, resourceful, and comfortable identifying problems and finding solutions.
• Strong Organization Skills: You can manage multiple patients, follow-ups, orders, documentation, and priorities while staying on top of the details.
• Communication & Empathy: You communicate clearly and professionally and know how to make patients and caregivers feel heard, supported, and comfortable asking questions.
• Analytical Thinking: You’re able to identify patient needs, compliance concerns, documentation gaps, and process issues and determine the appropriate next steps.
• Customer Service Focus: You care about providing a positive patient experience and helping people feel supported throughout their therapy journey.
• Team Spirit: You enjoy collaborating with others and understand that successful patient care takes a team.
• Attention to Detail: You’re comfortable reviewing orders, prescriptions, insurance requirements, and documentation and making sure information is accurate.
• Adaptability: You’re comfortable learning new systems, software, processes, insurance requirements, and workflows.
• Healthcare Know-How: Experience in medical billing, healthcare administration, care coordination, or customer service is preferred.
• Insurance Knowledge: Familiarity with Medicare, Medicaid, and third-party insurance requirements is preferred.
• Patient Experience: Experience working with patients, caregivers, physician offices, referral sources, or healthcare providers is preferred.
• Technology Skills: You’re comfortable working with computers and learning electronic medical record and ordering systems.
• Education: High School Diploma or GED required. A two-year college degree is strongly preferred, and a four-year degree is highly preferred.

What You Get - Benefits That Go Beyond the Basics

• Comprehensive Health Coverage - Medical, Dental, and Vision insurance to keep you and your family well
• Future-Ready Retirement Plan - 401K with 3% company contribution after one year and 1,000 hours worked
• Time to Recharge - Generous PTO, Vacation and 9 Paid Holidays
• Extra Support When You Need It - Short Term Disability (optional), Company-Paid Long-Term Disability, and a Free Confidential Employee Assistance Program
• Education That Pays Off - Exclusive Tuition Reimbursement Program with Niagara University - save on master's degree programs
• Be Part of Something Bigger - Join an organization that values giving back through community programs

Compensation

• $18.00 - $24.00 per hour, depending on experience

Shift

• Monday - Friday, 8:30am to 5:00pm

Location

• Wheatfield, NY