[Hiring] Sleep Coach @Apria Healthcare

Role Description

The Sleep Coach will provide excellent customer service and product information, solutions, and relevant details to CPAP patients about their therapy usage. This position provides above and beyond communication with our patients. The position will use behavior modification techniques such as determining patient adherence barriers while providing tools/steps to overcome and resolve them while improving overall adherence outcomes. The Sleep Coach provides support and resources, so our patients understand the importance of sleep therapy, their insurance usage requirements, and finally how to clean and resupply in the future!

Essential Duties and Responsibilities

• Responsible for proactive and reactive patient outreach for the first full year of CPAP therapy.
• Place and take (inbound/outbound) calls for new CPAP sleep patients to coach, educate, and encourage patients with their CPAP therapy; help with troubleshooting equipment issues.
• Utilize manufacturers software to review patient usage information to ensure patient call will be data driven.
• Use knowledge of OSA to assist with coaching conversation to ensure patient understands the potential effectiveness of therapy.
• Have a basic understanding of all manufacturer PAP and mask equipment to assist with typical troubleshooting questions.
• Encourage patient to take an active role in their therapy by downloading and using manufacturer mobile app solutions.
• Verify patient demographics, physician, and notification preferences and document with each patient contact.
• Accurately document patient account to ensure comments, discussions, and concerns are captured correctly.
• Offer ideas, suggest changes, and identify opportunities that enhance business growth in a positive and constructive manner.
• Adhere to HIPAA guidelines.
• Perform other duties as required.

Qualifications

• High school diploma or equivalent.
• Knowledge and experience working with patients diagnosed with OSA preferred.
• Experience with various insurance plans (HMO, PPO, Medicare).

Skills, Knowledge and Abilities

• Patient-Focused: Start with the patient and work backwards; invest time and energy to understand patients’ objectives.
• Action-Oriented: Thrive as a self-starter who proactively senses and responds to problems and opportunities.
• Collaborative: Enjoy teamwork and work well across functions and groups.
• An Effective Communicator: Write and speak clearly, concisely, and with a spirit of partnership.
• Energetic & Passionate: Have a passion for health and well-being, deeply founded in the desire to help others.
• Relationship Builder: Excel in getting people involved and building a network of contacts.

Computer Skills

• Moderate skills in Access, Excel, PowerPoint, MS Project, Visio, Word.

Language Skills

• English (reading, writing, verbal).

Mathematical Skills

• Moderate level mathematical proficiency, with a strong ability to understand, interpret, and develop spreadsheet data.

Physical Demands

This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus. It may also require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, and reaching above the shoulder. This position may require the occasional lifting of equipment up to 50 lbs.

Benefits

• Medical, dental, and vision care coverage.
• Paid time off plan.
• 401(k) Plan.
• Flexible Spending Accounts.
• Basic life insurance.
• Short-and long-term disability coverage.
• Accident insurance.
• Teammate Assistance Program.
• Paid parental leave.
• Domestic partner benefits.
• Mental, physical, and financial well-being programs.