Sleep Coach

Health System Services Ltd•City of Niagara Falls, NY

9d•$18 - $24•Onsite

About The Position

As a Sleep Coach at HSS, you will play an important role in supporting patients throughout their PAP therapy journey. You will help patients understand and use their equipment, stay on track with therapy, overcome challenges, and meet the requirements needed for long-term success. You will be a trusted resource for patients, caregivers, referral sources, and internal teams, ensuring the right support, documentation, equipment, and services are in place when needed.

Requirements

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.
Technology Skills: You’re comfortable working with computers and learning electronic medical record and ordering systems.
High School Diploma or GED required.

Nice To Haves

Experience in medical billing, healthcare administration, care coordination, or customer service is preferred.
Familiarity with Medicare, Medicaid, and third-party insurance requirements is preferred.
Experience working with patients, caregivers, physician offices, referral sources, or healthcare providers is preferred.
A two-year college degree is strongly preferred, and a four-year degree is highly preferred.

Responsibilities

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