Sleep Study Support Specialist

What you will be doing

The Sleep Study Support Specialist will work within the SleepView Direct department and report to the Manager, Services. This is a second-shift position that is primarily work-from-home, with occasional on-site meetings as needed. The Sleep Study Support Specialist plays an important role in delivering a positive patient and customer experience by providing timely, accurate, and compassionate support throughout the sleep testing process. This position requires strong communication skills, attention to detail, sound judgment, and the ability to effectively manage multiple priorities while working both independently and as part of a cross-functional team.

What success looks like

• Provide professional, empathetic, and effective phone support to patients, customers, and other stakeholders.
• Provide patient support, including equipment coverage, troubleshooting, and patient assistance before and after an overnight study.
• Answer patient and customer questions and provide clear, accurate information regarding services, scheduling, testing, and next steps.
• Take thorough and accurate notes documenting patient and customer interactions, actions taken, and follow-up needed.
• Make and monitor manual outbound calls to patients and customers as needed.
• Monitor and complete test scheduling and monitor return calls to ensure patients receive timely support.
• Schedule and coordinate patient testing while ensuring appointments and study information are accurately documented.
• Complete daily assigned tasks and responsibilities accurately and within established timeframes.
• Maintain accurate and organized records in accordance with company procedures and HIPAA requirements.
• Ensure the confidentiality and integrity of information, including Protected Health Information (PHI) created, received, maintained, or transmitted through the web portal, customer messages, phone interactions, and other systems.
• Identify issues that require additional support and appropriately escalate concerns to the appropriate team or department.
• Work cross-functionally across DX teams to resolve issues, coordinate patient needs, and support operational goals.
• Communicate effectively with internal teams to ensure important patient and customer information is shared accurately and in a timely manner.
• Demonstrate strong ownership of assigned work and follow through on tasks and commitments.