Sleep Support Specialist

Health System Services Ltd•City of Niagara Falls, NY

3d•$25 - $35•Onsite

About The Position

This role is an opportunity to make a real difference in a patient’s care journey. As a Sleep Support Specialist, you’ll use your RT/CRT license and respiratory expertise to help patients successfully manage their sleep and respiratory equipment through technical support, education, troubleshooting, and ongoing follow-up. From helping patients understand their PAP equipment to monitoring compliance and ensuring machines are set correctly, you’ll play an important role in helping patients get the most from their therapy. As a Sleep Support Specialist, you'll provide day-to-day clinical and technical support for patients using PAP, BiPAP, ventilators, and other sleep and respiratory equipment. You’ll assist with compliance requests, machine settings, SD card downloads, patient calls, and walk-in support while working closely with our respiratory and clinical teams. You’ll also help monitor compliance programs and perform chart audits to ensure accurate documentation, appropriate machine settings, and patient safety.

Requirements

Current CRT or RT/RRT license in the State of New York required.
Experience working with PAP, BiPAP, ventilators, or similar respiratory equipment required.
Working knowledge of sleep therapy, PAP equipment, and general respiratory equipment.
Strong computer skills, including Microsoft Office and EMR/EHR systems.
Ability to learn and use specialized respiratory and compliance software.
Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
Excellent attention to detail, particularly when reviewing patient records, compliance information, and equipment settings.
Compassionate and patient-focused approach.
Excellent verbal and written communication skills.
Ability to explain technical information in a clear, simple, and supportive way.
Strong problem-solving and critical-thinking skills.
Comfortable working directly with patients by phone and in person.
Ability to follow clinical protocols and recognize when a concern needs to be escalated.
Highly organized with strong attention to detail.
Professional, dependable, and positive demeanor.
Ability to work independently while collaborating closely with a clinical team.
Commitment to providing exceptional support and creating a positive experience for every patient.

Nice To Haves

Previous experience in a sleep lab, DME/home medical equipment, respiratory therapy, or clinical support role strongly preferred.
Experience with compliance monitoring, SD card data, or respiratory compliance software preferred.

Responsibilities

Process compliance requests from internal teams, providers, and insurance payers, ensuring documentation is complete and accurate.
Make pressure changes and other PAP setting adjustments based on clinical orders and established protocols.
Configure PAP, BiPAP, and related equipment prior to patient use or delivery.
Download and review SD card data and prepare compliance reports for providers, payers, and internal teams.
Provide walk-in support to patients and caregivers in the retail store, answering questions about PAP equipment, supplies, and basic troubleshooting.
Answer and triage patient calls related to PAP therapy, including mask fit, leaks, skin irritation, dryness, comfort concerns, alarms, and equipment usage.
Educate and coach patients on proper equipment use, cleaning, maintenance, and therapy adherence.
Troubleshoot common equipment concerns over the phone and determine when additional clinical or in-person support is needed.
Document patient interactions accurately and in a timely manner within the appropriate system.
Manage compliance programs for discharge patients using BiPAPs and ventilators.
Monitor patient usage and follow up with patients who may be at risk for non-compliance.
Work with respiratory therapists and clinical leadership to address concerns identified through compliance monitoring.
Conduct routine chart audits to ensure prescriptions, machine settings, and clinical documentation are accurate and complete.
Identify missing or incorrect information and follow up with the appropriate team members to make corrections.
Maintain organized records and reports to support audits, accreditation requirements, and payer reviews.
Serve as a resource for Sleep Coaches and other internal teams on sleep and PAP-related questions and workflows.
Provide backup support for virtual and in-person appointments when needed to help maintain continuity of patient care.
Work closely with the clinical respiratory team to support patient care and coordinate routine sleep-related needs.
Contribute to quality improvement efforts and help identify ways to make our sleep and respiratory processes even better.
Protect confidential patient information and maintain HIPAA compliance.
Take on other responsibilities as needed to support our team, patients, and HSS mission.