Sleep Coach

Apria Healthcare • Remote - California, CA

3d • $19 - $25

About The Position

The Sleep Coach provides customer service, product information, and therapy guidance to patients using CPAP. The role proactively and reactively supports patients during their first full year of therapy, using behavior-modification techniques to identify adherence barriers and help patients address them. The Sleep Coach educates patients about the value of sleep therapy, insurance usage requirements, equipment cleaning, and future resupply, and helps improve therapy adherence outcomes.

Requirements

• High school diploma or equivalent.
• Moderate skills in Access, Excel, PowerPoint, MS Project, Visio, and Word.
• English reading, writing, and verbal communication skills.
• Moderate mathematical proficiency, including the ability to understand, interpret, and develop spreadsheet data.
• Ability to meet the described physical demands, including frequent sitting or standing, repetitive wrist motions, and occasional lifting of equipment up to 50 pounds.

Nice To Haves

• Knowledge and experience working with patients diagnosed with OSA.
• Experience with various insurance plans, including HMO, PPO, and Medicare.

Responsibilities

• Conduct proactive and reactive patient outreach during the first full year of CPAP therapy.
• Place and receive inbound and outbound calls to coach, educate, and encourage new CPAP patients.
• Help patients troubleshoot equipment issues.
• Review patient usage information using manufacturers’ software so coaching calls are data driven.
• Use knowledge of obstructive sleep apnea (OSA) to help patients understand the potential effectiveness of therapy.
• Use a basic understanding of PAP and mask equipment from various manufacturers to answer typical troubleshooting questions.
• Encourage patients to take an active role in their therapy by downloading and using manufacturer mobile applications.
• Verify patient demographics, physician information, and notification preferences, and document them during each patient contact.
• Accurately document patient accounts, including comments, discussions, and concerns.
• Offer ideas, suggest changes, and identify opportunities that support business growth constructively.
• Adhere to HIPAA guidelines.
• Perform other duties as required.

Benefits

• Medical, dental, and vision care coverage
• Paid time off plan
• 401(k) plan
• Flexible Spending Accounts
• Basic life insurance
• Short- and long-term disability coverage
• Accident insurance
• Teammate Assistance Program
• Paid parental leave
• Domestic partner benefits
• Mental, physical, and financial well-being programs

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED