Patient Success Coach

Hometown Healthcare • Clifton Park, NY

14d • Remote

About The Position

Reporting to the Patient Success Sr. Manager, the Patient Success Coach is responsible for ensuring sleep patients are adhering to prescribed therapy to achieve treatment goals. The Patient Success Coach must be able to effectively educate and guide sleep patients on prescribed therapies. The ideal candidate will be able to instill confidence in those they interact with, be detail oriented, patient, have a willingness to learn, be able to work independently and as part of a team, and be able to develop and maintain relationships.

Requirements

• High school diploma or general education degree (GED); or equivalent combination of education and experience - required
• Proven ability to communicate clearly, both verbally and written - required
• Proven success providing an exceptional patient experience - required
• A history of exceptional attention to detail - required
• A history of maintaining confidentiality - required
• Demonstrated mastery responding to questions in a tactful & professional manner - required
• Strong interpersonal skills & the ability to effectively work with a wide range of individuals - required
• Demonstrated history of being self-motivated & a desire to work effectively, autonomously - required
• Proven history of accountability & ownership - required

Nice To Haves

• Associates degree from a 2-year college and/or 4 years related experience or training; or equivalent combination of education and experience - desired
• A working knowledge of MS Office Suite and Cloud - desired
• A working knowledge of Bright tree, U-Sleep, and Pioneer RX software’s - desired
• Demonstrated history working in the medical field, Pharmacy or with Durable Medical Equipment - desired
• Success operating within a Quality Management System (QMS) or similar regulated environment - desired

Responsibilities

• Become an expert in Hometown Healthcare’s product portfolio
• Understand sleep patients’ prescribed therapy needs and insurance approvals prior to patient communication
• Schedule sleep patient appointments with Respiratory Therapist(s)
• Support patients diagnosed with Obstructive Sleep Apnea throughout their therapy journey, especially during the critical early phases, to help ensure successful outcomes and create “Sleep Champions”
• Fulfill requests for patient therapy monitoring reports via modem or SD card download
• Determine how to best service a patient while minimizing the number of non-revenue mask fitting appointments
• Triage inbound calls and electronic notifications to ensure proper resolution
• Escalate sleep clinical triage inquiries to Respiratory Therapist(s)
• Ensure all sleep resupply exclusions are managed in a timely manner
• Troubleshoot and resolve wrong and/or defective sleep equipment
• Schedule sleep rental asset recovery if patient has failed to follow prescribed care in accordance with Asset Recovery Standard Process
• Ensure proper on-boarding and/or off-boarding of new and existing equipment and supply sleep patients

Benefits

• Be a part of a locally owned & operated business, who values treating everyone with integrity & respect
• Be a part of a progressive company challenging the status quo
• Company sponsored benefits program, including retirement plan
• Generous Paid Time Off and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees