The Sleep Care Specialist 3 provides top level patient support. This includes but is not limited to coaching, education, information and Respiratory Assessments in an office, home, or medical environment via telephone and/or videoconferencing communications. The Sleep Care Specialist 3 is also responsible for setting up and demonstrating required medical and testing equipment to patients as needed. The expectation of this position is to provide a first-class patient experience with every patient interaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Answers inbound phone calls and makes outbound phone calls to patients, caretakers, physician staff, physicians, client company representatives and general public as needed and meets the standards set by the Company. (Greater than 50% of work time is spent in this capacity).
Performs telehealth consults for patients working with BetterNight.
Calls patients to discuss issues regarding their equipment set up and continued therapy calls.
Calls patients to enroll them in research protocols.
Meets one on one with patients or in small groups involved with research protocols.
Contacts physicians and/or necessary healthcare team members regarding orders, complications, and recommendations.
Instructs patients, caregivers, physicians and physician’s staff on the proper use of respiratory equipment, necessary cleaning requirements and home safety issues during initial set-up and at any additional follow-up calls.
Schedules patient sleep studies and home visits as needed.
Serves as a liaison between patient and other members of the healthcare team, escalating any issues in an appropriate and timely manner, as required.
Provides consistently excellent customer service and patient coaching to improve adherence to therapies, encourage resupply orders and to promote Sleep Data as a world class health care organization.
Provides general information and education to patients regarding Sleep Apnea, CPAP, OAT Sleep Data’s products and services, and other issues related to their care.
Provides general information and education to Sleep Data staff regarding Sleep Apnea, CPAP, OAT, Sleep Data’s products and services, and other issues related to patient’s care.
Accurately enters and creates patient orders in the Brightree computer system.
Makes patient notes in files and Brightree system as required by company policy and current health care standards.
Responsible for reading patient history and notes, and ensures patients are followed throughout their services with Sleep Data.
Reviews patient files, both electronic and hard copy for accuracy and as necessary for patient care per current policy and procedures.
Acts as an expert resource (identify problems and provide solutions, implementing procedures, as needed) for all respiratory and other HME equipment (indications, operation, maintenance, etc.) currently supplied by the company, as appropriate, for both patients and staff.
Serves as an advocate for the patient and acts as a liaison with other members of the healthcare team, when required.
Pulls reports, such as the exception report, from computer systems and works the reports in a logical manner.
Follows and maintains state laws requiring appropriate licensure for Respiratory Therapist or Sleep Care Specialist (HMDR exemptee when appropriate).
Promotes Sleep Data’s products and/or services to patients, healthcare organizations, businesses and general public.
Ensures all area related price quotes given to customers/patients are appropriate and meet current company pricing policy. Explains co-pays and insurance coverage to patients as necessary.
Responsible for keeping all patient charts and information orderly, confidential, current and HIPAA compliant at all times.
High level knowledge of the Policies and Procedures put in place for patient management, including clinical escalation and patient therapy rescue protocols.
Thorough understanding of all PAP modalities and their physiological impact.
Thorough understanding of common morbidities and their association(s) with sleep apnea.
Thorough understanding of common alternative treatment methods for sleep apnea such as oral appliance therapy.
Other duties as assigned.
This position has no supervisory duties.
Minimum three years of experience in DME (sleep-related) or in a Sleep Center. Clear time management skills proven by efficiency tracking. Person must be a self-starter and able to make correct and solid clinical decisions with minimum help from management. Valid driver's license with a clean driving record. Must be detail oriented, organized and neat in person and habits.
EDUCATION and/or EXPERIENCE
Must obtain the required number of continuing education credits to maintain credentials as required by license. Must also attend related in-services offered by the Company. Must be knowledgeable in equipment usage and maintenance. Must be knowledgeable in Infection Control and maintain Universal Precautions when applicable. Must be knowledgeable in Patient Rights and Responsibilities, including HIPAA regulations. Must be knowledgeable in the patient's Plan of Care and Follow-up. Intermediate MS Office computer skills required.
Excellent oral and written communication skills. Ability to interface with patients in a polite and professional manner, as well as all levels of the organization from employees to top-level management. Ability to read, analyze, and interpret general business periodicals, professional journals, contracts, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, and the general public. Must be able to communicate clearly and accurately in the English language.
Proficient in using Windows, Excel, Interactive Video and Audio programs such as Skype and GoToMeeting.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions and situations furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS
RPSGT (meeting the California Medical Board Licensing requirements), RRT or eligible and meeting the National Board of Respiratory Care (NBRC) and state licensing requirements (RCP) required. Certification in Clinical Sleep Health (CCSH) is a plus.
In addition, health coaching certificates for the healthcare provider or wellness provider, preferably from an agency accredited by the National Commission for Certifying Agencies (NCCA), are taken into consideration.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The position generally involves sitting and working on the phone. Walking, standing, and the ability to lift 40 pounds from a squatting to standing position, bending and reaching, occasional kneeling, twisting, balancing and climbing, keyboard, telephone operation and operation of medical equipment as well as office machinery and equipment is also required. This position is occasionally required to drive and pack, carry and deliver medical equipment weighing up to 40 pounds.
The work environment and duties described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The duties and responsibilities may generally be performed in a remote and/or patient care environment. The noise level in the patient care environment is usually moderate.
3 openings. Telecommuting is allowed.
Internal Number: 09292020
About Sleep Data
Clinicians who pioneered home sleep testing founded Sleep Data in 1995. Today, we have a staff of over 100 trained professionals—including Board-registered polysomnographic technicians and respiratory therapists—who provide comprehensive sleep apnea care. We treat patients with efficiency, and the same discretion expected from primary care physicians.