Sleep Coach

At Accendra Health, we understand that healthcare is complex, and we’re here to make it easier. We help deliver care beyond traditional settings, making essential products and services more accessible through every stage of life. As part of the care team, our teammates play a critical role in delivering personalized, long-term care for the patients we serve.

About the role

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 Sleep Coach will use behavior modification techniques such as determining patient adherence barriers while providing tools/steps to overcome and resolve them, 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 how to clean and resupply in the future.

The anticipated hourly range for this position is $19.00 - $25.00. The actual compensation offered may vary based on job-related factors such as experience, skills, education, and location.

Responsibilities

• 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 calls are data-driven.
• Use knowledge of OSA to assist with coaching conversations to ensure patients understand the potential effectiveness of therapy.
• Have a basic understanding of all manufacturer PAP and mask equipment to assist with typical troubleshooting questions.
• Encourage patients 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 each patient contact.
• Accurately document patient accounts 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.

Requirements

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

Skills

• Patient-Focused: You start with the patient and work backward. You invest the time and energy to understand the patients’ objectives, then tie all your activities directly to the achievement of those objectives.
• Action-Oriented: You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
• Collaborative: You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
• An Effective Communicator: You write and speak clearly, concisely, and with a spirit of partnership. You actively inform and inspire with your messaging. You speak plainly and are transparent with your business colleagues.
• Energetic & Passionate: Your passion and energy for health and well-being are deeply founded in your desire to help others and to be a positive role model.
• Relationship Builder: You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.

Qualifications

• 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 also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder. This position also 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.