Patient Care Coordinator

Were on the lookout for driven patient focused Patient Care Coordinators to join our REMOTE Call Center - part-time and full-time opportunities await.

Come be a part of the future of Sleep Medicine! Join our Growth & Experience team and help us improve the lives of countless patients suffering from sleep apnea! Were on a mission to make a positive impact on the lives of patients living with sleep disorders by simplifying the complex process from diagnosis to treatment.

The Patient Care Coordinator (Call Center) is responsible for delivering high-quality patient support primarily through inbound and outbound phone chat and digital channels. This role manages patient scheduling education order coordination and issue resolution across the full patient lifecycle.

The Patient Care Coordinator serves as a central point of contact for patients and provider offices ensuring efficient call handling accurate documentation proper authorization and seamless patient experience while supporting therapy adherence and outcomes.

CORE RESPONSIBILITIES

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

Patient Communication & Call Management

Handle high-volume inbound calls chats and voicemails

Handle outbound calling as needed

Guide patients through scheduling therapy programs and web-based tools

Triage patient needs and escalates clinical concerns to Respiratory Therapists when appropriate

Manage ACD queues and ensure timely response to all patient inquiries

Acts as a main point of contact for Providers Health System and Insurances

Provide clear professional communication including with escalated or dissatisfied callers

Scheduling & Care Coordination

Initiates calls to patients and schedules routine appointments for equipment set ups home visits follow up appointments and other procedures as needed. Enters all appointments into the electronic scheduling system

Informs patients on what to expect during their appointments and provides basic education on company services

Coordinate across departments to ensure timely patient progression through care

Maintain accurate scheduling and patient records in systems

Orders Benefits & Medical Records

Create and process orders for equipment and services

Contacts physician offices for Certificate of Medical Necessity (CMN) referrals and qualifiers for sleep studies and for orders complications and recommendations as necessary

Ensure all related price quotes given to customers/patients are appropriate and meet current company pricing policy

Explain insurance benefits authorizations coverage and copays to patients and collect payment

Ensure compliance with payer requirements and company policies

Patient Education & Support

Educate patients on therapy expectations equipment basics and next steps

Support compliance outreach efforts to improve adherence and outcomes

Act as a patient advocate and liaison across internal teams

Identifies patient urgency and routes patient requests to appropriate staff

Documentation & Systems

Ensure HIPAA compliance and adherence to regulatory standards (e.g. Joint Commission Medicare) in Brightree and other systems

Process faxes documentation and physician communications

Generate and send compliance reports and updates to provider offices

Review patient files both electronic and hard copy for accuracy and for compliance with BetterNights policy and procedures

QUALIFICATIONS

Must be able to work standard business hours in Pacific Standard Time Zone (California time).

Strong commitment to patient care

Strong level of product knowledge

High school diploma or equivalent required

13 years of healthcare customer service or administrative experience preferred

Strong communication problem-solving and organizational skills

Knowledge of HIPAA and patient rights

Experience with Brightree or similar systems preferred

Strong communication and de-escalation skills

Ability to multitask across systems while on calls

Comfortable in a fast-paced metric driven environment

High attention to detail and documentation accuracy

2-3 years experience working in customer service administration or reception is required

Experience in the healthcare industry or DME preferred

Full-time Employees eligible for Medical Dental Vision Sick Holiday & Vacation time off

$18.00 - $22.00 / hour DOE

BetterNight is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with contractors legal duty to furnish information. 4I CFR 60-I.35(C).