Sleep Services Care Coordinator

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

About the role

The Sleep Services Care Coordinator supports coordination, monitoring, and reporting on patient sleep therapy compliance. This role provides stellar customer service to sleep therapy patients primarily via phone and email, and reports to the Sleep Services Supervisor.

Working Location: Waterloo, IA — flexible (remote, hybrid, or on-site).

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 services rendered.
• Ensure patients receive a high standard of service 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, procedures, and regulatory, contractual, and accreditation requirements.
• Available for after-hours on-call coverage.
• 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 per company, regulatory, contractual, and accreditation requirements.

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.

Schedule

Full-time, Monday–Friday.

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 to include reading, distance vision, and peripheral vision.

About VGM Group, Inc.

Headquartered in Waterloo, Iowa, VGM is a 100% employee-owned company providing business and professional services to thousands of business customers across North America. Services include group purchasing, commercial insurance, management of healthcare services and networks in post-acute cases, healthcare distribution, specialty consulting, online education, and marketing. VGM employs approximately 1,700 people across 40 states and Canada, with more than 1,100 working in Iowa. VGM has been named a Top Workplace in Iowa on multiple occasions.