Sleep Coach

About the role

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. With deep expertise promoting health outside the hospital and a presence in communities nationwide through our Apria and Byram Healthcare brands, Accendra Health does more than just deliver the essentials.

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.

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 conversation to ensure patient understands the potential effectiveness of therapy
• Maintain 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

Requirements

Education and Experience

• 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 to understand patients’ objectives and tie activities directly to achieving those objectives
• Action-Oriented: Self-starter who proactively senses and responds to problems and opportunities with minimal supervision
• Collaborative: Work well across functions and groups; valued team member
• Effective Communicator: Write and speak clearly, concisely, and with a spirit of partnership; actively inform and inspire; speak plainly and transparently
• Energetic & Passionate: Passion and energy for health and well-being founded in desire to help others and be a positive role model
• Relationship Builder: Excel in getting people involved and building a network of contacts that multiply influence on the organization

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 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

Pay

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.