Bilingual Sleep Services Care Coordinator

VGM & Associates is the nation’s largest and most comprehensive Member Service Organization (MSO) for post-acute healthcare, supporting over 2,500 providers with nearly 7,000 locations.

About the role

The Sleep Services Care Coordinator supports the coordination, monitoring, and reporting of patient sleep therapy compliance. This role primarily communicates via phone and email and requires fluency in both English and Spanish to provide exceptional customer service to sleep therapy patients.

Reporting to the Sleep Services Supervisor. Open to remote work from Waterloo, IA.

Schedule

Full-time, Monday–Friday, 8:00 AM–5:00 PM PST (10:00 AM–7:00 PM CST). Available for after-hours on-call coverage.

Responsibilities

• Answer calls from referral sources in a timely and professional manner, securing referral orders by telephone, fax, and electronic means in a call center environment.
• Coordinate the delivery of medical equipment and other healthcare services, including contacting the patient, provider, or online tracking system to confirm delivery and/or services rendered.
• Ensure patients receive a high standard of service delivery and care through follow-up quality questions to meet company quality standards.
• Document patient communication via an internal platform.
• Communicate daily with patients regarding compliance with their equipment via phone, email, and text.
• Obtain and send appropriate clinical documentation to equipment providers by fax or electronic means.
• Communicate with supervisor, team members, and external parties to keep all entities informed of patient status.
• Collect and enter accurate and detailed patient information.
• Understand, access, and enter patient compliance data through multiple manufacturer platforms.
• Answer questions from patients, providers, and company staff.
• Identify and resolve service issues and complaints.
• Maintain up-to-date knowledge of company policy and procedures, as well as regulatory, contractual, and accreditation requirements.
• Follow strict confidentiality and HIPAA privacy and security guidelines.
• Perform other duties as assigned.

Requirements

• High school diploma or GED desired; equivalent professional experience preferred.
• Must comply with continuing education requirements per company, regulatory, contractual, and accreditation standards.
• Must be fluent in English and Spanish.

Skills

• Customer service focused.
• High degree of integrity and trust.
• Ability to multitask and prioritize.
• Strong time management and organization skills.
• Detail-oriented.
• Works well under pressure and is punctual.
• Flexible with the ability to adapt to change.
• Team player with excellent communication skills.

Physical Requirements

• Working at a physical desk, moving about the office and facility as needed for work.
• Operation of office machinery and equipment.
• Visual abilities including reading, distance vision, and peripheral vision.