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Job description

The Coaching Admin provides high level patient service and support. This includes but is not limited to patient coaching, education, information, and assessments of patients needing escalation to a Respiratory Therapist. The Coaching Admin will have to maintain a working knowledge of all equipment being dispensed to patients. The expectation of this position is to ensure that we deliver compliance outreach to our patient base and increase over compliance and outcomes.

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.

  • Assists Coaching Team by answering inbound calls through the Coaching ACD group and escalates to Respiratory Therapist/Sleep Care Specialist III as needed per scope of practice
  • Executes Coaching Team mask refit sales orders and submits for reimbursement through manufacturer portals
  • Answers all patient or patient related calls or chats and gauge needs to initiate appropriate action according to established policy and procedures
  • Troubleshoots issues related to patient equipment or therapy according to policy and procedures
  • Escalate issues to the appropriate party according to policy and procedures
  • Makes initial outbound calls to patients as a representative for the Coaching team.
  • Reviews patient files, both electronic and hard copy, for accuracy and for compliance with BetterNight policy and procedures.
  • Make notes in files and Brightree system as required by company policy and procedures, and current health care standards.
  • Downloads usage and therapy data from PAP devices per BetterNight policy and procedures.
  • Returns devices and other returned equipment into appropriate inventories within the Brightree system.
  • 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.
  • Acts as a resource (identify problems and provide solutions, implementing procedures, as needed) for all respiratory, OAT, and other HME equipment (indications, operation, maintenance, etc.) currently supplied by the company, as appropriate.
  • Serves as an advocate for the patient and acts as a liaison with other members of the healthcare team, when required.
  • Follows Policies and Procedures for the receiving, bagging and tagging, cleaning, disinfecting, and testing of equipment.
  • Responsible for keeping all patient charts and information orderly, confidential, current and HIPAA compliant at all times.
  • Promotes Company services and acts as a Company representative.
  • Manages the Coaching ACD group voicemail and delivers messages to the Sleep Care Specialist III in a timely fashion.
  • OAT follow-up, including calls and scheduling
  • Email/Fax compliance reports, notes to MD offices
  • Cover Sleep Care Specialist III queues during Coaching meetings
  • Other duties as assigned


  • Must be detail oriented, organized, and neat in person and habits.
  • Must be able to work standard business hours in Pacific Standard Time Zone (California time). Shifts will be assigned in Pacific Standard Time Zone. For example, a Mississippi employee may start at 10:00 am for an 8:00 a.m. Pacific Standard Time shift.


  • HS diploma or GED required and 1 year customer service, healthcare/medical field preferred.
  • Must 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 on Patient Rights and Responsibilities, including HIPPA regulations.
  • Must be knowledgeable in patient’s Plan of Care and Follow-up. Intermediate MS Office computer skills required.

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).

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