Job description
This role provides patient outreach and support for our Remote Patient Monitoring (RPM) program to ensure patients become and remain adherent to their prescribed PAP therapy.
About Sleep Centers of Middle TN, PLLC:
Do you enjoy a fast-paced, dynamic work environment? Are you innovative and committed to achieving the best outcomes for everyone? Do you want to be a part of a team that appreciates you and works as hard as you do? If this describes you, apply now at the Sleep Centers of Middle Tennessee ("SCMT"). Our team believes in and embraces our Core Values of:
- Demonstrate commitment: We are loyal to our team members, patients, and referring providers who are committed to achieving the best outcomes for the greater good.
- Display relational empathy: We understand that relationships thrive with effective communication through active listening, putting ourselves in other's shoes, and authentic caring about others’ success.
- Win-Win-Win: We do great things together as a team, not as individuals. We ensure that each of our actions is in the best interests of our patients, our people, and our practice.
- Embrace and drive change: There’s always a better way—and we won’t rest till we find it. We know that all growth requires change. We actively commit to transforming the field of sleep medicine for the good of our patients and team members. Our team members embrace and drive personal change to adapt and grow with us.
Benefits Include:
- Paid Time Off
- Paid Holidays
- Paid Parental Leave (for new and new adopting parents)
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Retirement Plan with Company Matching
- Company Paid Life Insurance
- Additional Voluntary Life Insurance
- Company Paid Long Term Disability Insurance
- Accident Insurance
- Critical Illness Insurance
Key Responsibilities:
Manage all aspects of RPM coordination for patients and staff including and not limited to:
- Monitoring the enrollment of patients into the program using Sanusom software.
- Reviewing and coordinating care of all enrolled patients using Sanusom.
o For compliant patients, encourage their continued use and success via texts and calls.
o For non-compliant patients, send texts/make calls to troubleshoot/educate/correct their issues.
o If needed, schedule visits with an SCMT provider (RT or NP) to resolve issues.
o Send notification to the DME equipment provider when a mask fitting or resupply are needed.
- Documenting all patient actions and interactions in Sanusom.
- Answering inbound calls for general inquiries and redirecting with appropriate resources based on patient needs.
- Making outbound calls for alerted patients, daily checks, and no shows according to Sanusom.
- Coordinating monthly billing with SCMT’s Billing Team where RPM program is billable to patients.
- Saving Sanusom RPM documentation in eCW patient record monthly
- Knowledge about CPAP/BIPAP, and related equipment.
- The ability to troubleshoot and answer questions about patient's DME equipment.
Other general expectations of the role:
- Carefully adhering to HIPAA standards and procedures to ensure the privacy and confidentiality of our patients’ personal and medical information in every interaction.
- Strong interpersonal skills: ability to communicate effectively with a diverse range of individuals to include patients and providers; ability to build rapport with patients and effectively convey information about sleep health
- Excellent problem-solving skills and good judgment
- Ability to empathize with patients experiencing sleep difficulties and demonstrate patience in guiding them towards positive changes (adherence)
- Ability to adapt approaches to meet the diverse needs and preferences of patients.
- Ability to handle multiple tasks simultaneously.
- Computer literate with working knowledge of electronic medical records, Microsoft Word, Outlook and Excel
- Highly developed organizational, planning, and oral and written communication skills
- Understand and practice regulatory standards and organization policies and procedures including but not limited to treatment protocols, patient care policies and procedures.
- This is currently a full time, 40 hour a week role.
- Expected hours are 8:00 am to 5:00 pm Monday thru Friday
- Remote or hybrid position following an initial in-person training period
Experience: Medical office preferred
Physical requirements:
- Sitting or standing for long periods of time
- View and type on computer screens
- Speak and listen to telephone calls
- Light object lifting/moving, up to 20 pounds
Additional Essential Skills
- Proven and advanced use of technology including and not limited to Dual computer screen processing, eClinicalWorks, Bonafide, Voice over IP Phone system (softphone),Microsoft suite of products (Outlook, Teams, OneDrive).
- Organization of workspace and optimization of time.
- Communication - advanced written, typing, verbal and listening communication skills.
- Ability to function confidently and thrive in a fast-paced, highly dynamic work environment.
- Priority management - Able to perform a variety of tasks; often changing from one task to another without loss of effectiveness or composure and be able to perform under stressful conditions when presented with multiple requests in a short time.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SUPERVISORY RESPONSIBILITIES No
EDUCATION AND/ OR EXPERIENCE
- Previous experience in counseling, coaching, or healthcare, particularly in sleep-related fields is preferred.
- Strong work history supporting patients and providers in various healthcare settings.
- Familiarity with CPAP therapy and equipment preferred, but not required.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- No nights
- No weekends
Work Location: In office first 90 days for training, transition to hybrid or remote
Physical offices: Murfreesboro, Cool Springs, and Clarksville
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Call center: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Ability to Commute:
- Murfreesboro, TN 37129 (Preferred)
Work Location: Hybrid remote in Murfreesboro, TN 37129