Position: Sleep Outreach Specialist

General: The Sleep Outreach Specialist will provide excellent customer service and product information, solutions, and relevant details to CPAP patients about their usage compliance. This position provides above and beyond communication with our patients, so they understand usage compliance requirements and are provided the educational support to meet them.

Work Schedule: Monday – Friday, 8:30 AM to 5:00 PM

Essential Job Functions:

• Perform patient outreach utilizing listening skills to ensure patient’s needs and concerns regarding their equipment or services are addressed.
• Provide coaching and education to new sleep patients that best assists them in reaching their compliance goals and to ensure therapeutic adoption and success.
• Work the patient monitoring portal groups - Complete outbound calls to all patients who fall outside of compliance, based on established action groups, and proactively create a better patient experience by educating on the usage requirements.
• Be a champion of the CPAP patient experience.

Responsibilities:

• Review CPAP manufacture portal applications, contacting all patients that fall into the necessary contact groups. Educate on CPAP usage, self-monitoring applications, and coordinate local respiratory therapist involvement for potential mask/supply changes as needed.
• Review reports to ensure patients are included in the monitoring portals behind auto-onboarding process manually loading anyone who failed the auto process for ongoing monitoring.
• Demonstrates and ability to develop relationships with the local branch operations team through close collaboration, partnership, engagement, and communication.
• To learn and be knowledgeable on pap devices, sleep therapy, and issues with therapy.
• Be able to troubleshoot minor issues with devices as well as non-clinical issues with the patients.
• Conduct proactive outreach to patients. To be compassionate and caring with the patients they speak with and assist them to meet their compliance goals.
• You are a part of Quipt Home Medical Sleep Coach team; assure that all requests are handled accurately and efficiently.

To Succeed:

• High School Diploma or GED required; MA, CNA, or Patient Care Associate experience preferred.
• Previous experience providing customer service, preferable over the phone; including the ability to show empathy and patience while accomplishing the goal of the call.
• Experience navigating through web-based applications.
• Attention to detail and quality required.
• Demonstrated self-started, excellent interpersonal skills and creative problem-solving skills.
• Customer oriented with excellent oral and written communication skills.
• Pleasant personality with excellent phone and interpersonal and organizational skills (a team player).
• Ability to develop, organize and coordinate multiple patient lists and files.

Minimum Job Qualifications:

• High school or equivalent
• Must be able to pass background check
• Must be able to sit at a desk for long periods of time
• Ability to perform in a fast-paced environment
• Ability to work independently and complete assignments timely and accurately

Our Mission:

Every life is different. Every treatment is unique. Every patient is exceptional.

That’s why, at Quipt Home Medical, we believe in exceptional service—to meet the one-of-a-kind needs of every individual who puts their confidence in our name. With the support of the latest technology and the well-earned reputation of our local brands, we strive to exceed expectations and enrich lives everywhere we do business.

Providing exceptional service isn’t just something we do—it’s who we are. And it’s who we’ll always be. Because the story of our success- tomorrow as well as today- will be written in the trust, confidence, and satisfaction of those we serve. One life. One relationship. One day at a time. Every time.