Patient Care Coordinator

BetterNight•San Diego, CA

1d•Remote

About The Position

We’re on the lookout for driven, patient focused Patient Care Coordinators to join our REMOTE Call Center - part-time and full-time opportunities await. Come be a part of the future of Sleep Medicine! Join our Growth & Experience team and help us improve the lives of countless patients suffering from sleep apnea! We’re on a mission to make a positive impact on the lives of patients living with sleep disorders by simplifying the complex process from diagnosis to treatment. The Patient Care Coordinator (Call Center) is responsible for delivering high-quality patient support primarily through inbound and outbound phone, chat, and digital channels. This role manages patient scheduling, education, order coordination, and issue resolution across the full patient lifecycle. The Patient Care Coordinator serves as a central point of contact for patients and provider offices, ensuring efficient call handling, accurate documentation, proper authorization, and seamless patient experience while supporting therapy adherence and outcomes.

Requirements

Must be able to work standard business hours in Pacific Standard Time Zone (California time).
Strong commitment to patient care
Strong level of product knowledge
High school diploma or equivalent required
Strong communication, problem-solving, and organizational skills
Knowledge of HIPAA and patient rights
Strong communication and de-escalation skills
Ability to multitask across systems while on calls
Comfortable in a fast-paced, metric driven environment
High attention to detail and documentation accuracy
2-3 years’ experience working in customer service, administration or reception is required

Nice To Haves

1–3 years of healthcare, customer service, or administrative experience preferred
Experience with Brightree or similar systems preferred
Experience in the healthcare industry or DME preferred

Responsibilities

Handle high-volume inbound calls, chats, and voicemails
Handle outbound calling as needed
Guide patients through scheduling, therapy programs, and web-based tools
Triage patient needs and escalates clinical concerns to Respiratory Therapists when appropriate
Manage ACD queues and ensure timely response to all patient inquiries
Acts as a main point of contact for Providers, Health System and Insurances
Provide clear, professional communication, including with escalated or dissatisfied callers
Initiates calls to patients and schedules routine appointments for equipment set ups, home visits, follow up appointments and other procedures as needed. Enters all appointments into the electronic scheduling system
Informs patients on what to expect during their appointments and provides basic education on company services
Coordinate across departments to ensure timely patient progression through care
Maintain accurate scheduling and patient records in systems
Create and process orders for equipment and services
Contacts physician offices for Certificate of Medical Necessity (CMN), referrals and qualifiers for sleep studies, and for orders, complications and recommendations as necessary
Ensure all related price quotes given to customers/patients are appropriate and meet current company pricing policy
Explain insurance benefits, authorizations, coverage and copays to patients and collect payment
Ensure compliance with payer requirements and company policies
Educate patients on therapy expectations, equipment basics, and next steps
Support compliance outreach efforts to improve adherence and outcomes
Act as a patient advocate and liaison across internal teams
Identifies patient urgency and routes patient requests to appropriate staff
Ensure HIPAA compliance and adherence to regulatory standards (e.g., Joint Commission, Medicare) in Brightree and other systems
Process faxes, documentation, and physician communications
Generate and send compliance reports and updates to provider offices
Review patient files, both electronic and hard copy, for accuracy and for compliance with BetterNight’s policy and procedures