Patient Care Coordinator

We’re 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! We’re 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 BetterNight’s 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 

• 1–3 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 contractor's legal duty to furnish information. 4I CFR 60-I.35(C).