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About the Role
As a Sleep Coach at HSS, you will play an important role in supporting patients throughout their PAP therapy journey. You’ll help patients understand and use their equipment, stay on track with therapy, overcome challenges, and meet the requirements needed for long-term success. You’ll be a trusted resource for patients, caregivers, referral sources, and internal teams, ensuring the right support, documentation, equipment, and services are in place.
Responsibilities
- Support patients throughout their PAP therapy journey by providing education, follow-up, encouragement, and guidance.
- Help patients and caregivers understand equipment usage, answer questions, troubleshoot concerns, and provide ongoing support.
- Monitor assigned patients, identify compliance needs or potential barriers, and complete timely follow-up.
- Identify patient concerns, documentation gaps, compliance risks, or workflow barriers and collaborate with appropriate teams for 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 for accuracy and completeness.
- Create and process equipment and supply orders in electronic medical record systems and ordering platforms, maintaining accurate 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.
- Deliver empathetic, passionate, and committed service in all interactions.
- Take on other responsibilities and support the team as needed.
Requirements
- A people-first attitude with kindness, patience, and a genuine enjoyment of helping others.
- A proactive, positive, and resourceful mindset with the ability to identify and solve problems.
- Strong organization skills to manage multiple patients, follow-ups, orders, documentation, and priorities.
- Clear and professional communication skills, with the ability to make patients and caregivers feel heard and supported.
- Analytical thinking to identify patient needs, compliance concerns, documentation gaps, and process issues.
- A customer service focus with a commitment to providing a positive patient experience.
- Team spirit and enjoyment of collaboration.
- Attention to detail for reviewing orders, prescriptions, insurance requirements, and documentation.
- Adaptability to learn new systems, software, processes, insurance requirements, and workflows.
- 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.
- Comfort working with computers and learning electronic medical record and ordering systems.
Skills
- Empathy
- Passion
- Integrity
- Commitment
- Problem-solving
- Organization
- Communication
- Analytical thinking
- Customer service
- Teamwork
- Attention to detail
- Adaptability
- Computer proficiency
- Electronic medical record systems
- Ordering platforms
Location
- Wheatfield, NY
Work Type
- Full-time
Experience Level
- Depending on experience
Education Level
- High School Diploma or GED required
- Two-year college degree strongly preferred
- Four-year degree highly preferred
Salary/Compensations
- $18.00 - $24.00 per hour
Benefits
- Comprehensive Health Coverage - Medical, Dental, and Vision insurance
- 401K with 3% company contribution after one year and 1,000 hours worked
- Generous PTO, Vacation and 9 Paid Holidays
- Short Term Disability (optional)
- Company-Paid Long-Term Disability
- Free Confidential Employee Assistance Program
- Exclusive Tuition Reimbursement Program with Niagara University
- Community programs
About the Company
- At HSS, we’re passionate about healthcare and the people we serve.