[Hiring] Services Specialist @Beacon Biosignals

Role Description

Beacon Biosignals is on a mission to revolutionize precision medicine for the brain. The Services Specialist will work within the SleepView Direct department and report to the Manager, Services. This is a first-shift position that is primarily work-from-home, with occasional on-site meetings as needed. The Services 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.

• Provide professional, empathetic, and effective phone support to patients, customers, and other stakeholders.
• Schedule and coordinate patient testing while ensuring appointments and study information are accurately documented.
• 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.
• 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.
• 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).
• 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.
• Adapt to changing priorities and contribute to process improvements that make the patient and customer experience more efficient.
• Support team coverage and assist teammates when workload or business needs require additional support.
• Follow established workflows, policies, procedures, and quality standards.
• Maintain a positive, collaborative, and patient-focused approach in all interactions.

Qualifications

• 2+ years of experience in a customer service, patient services, healthcare, call center, scheduling, technical support, or other customer/patient-facing environment required.
• Associate degree or equivalent experience preferred.
• Experience communicating directly with patients or customers by phone.
• Exceptional verbal and written communication skills, with the ability to communicate clearly, professionally, and empathetically.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Experience documenting patient or customer interactions accurately and maintaining detailed records.
• Strong problem-solving and troubleshooting skills, with sound judgment to determine when to resolve an issue independently and when to escalate.
• Ability to work independently in a remote environment while collaborating effectively with cross-functional teams.
• Ability to handle confidential information and Protected Health Information (PHI) in accordance with HIPAA requirements.
• Comfortable learning new technology, systems, and workflows.
• Demonstrated reliability, accountability, and ownership, with a commitment to following tasks through to completion.
• A patient-first mindset with genuine empathy, professionalism, and the ability to make patients and customers feel heard, supported, and respected.
• A collaborative approach, willingness to support teammates, and openness to giving and receiving feedback.
• Curiosity, adaptability, and a continuous learning mindset with a proactive, self-service approach to finding information and solutions.

Benefits

• The hourly rate for this role is $25/hr.
• The hourly rate is one component of the total compensation package, which includes equity, PTO, and other benefits.