Patient Success Coordinator

About the role

This role supports the Home Sleep Test Services (HSTS) program by ensuring patients can easily receive, use, and return their devices. You’ll serve as a key point of support, helping patients navigate the process with confidence and comfort. To be successful in this role you will make sure patients feel supported and confident in using their devices. By combining empathy with efficiency, you’ll play a vital role in boosting patient compliance and creating a positive overall experience.

What you'll do

• Patient Support:
• • Confirm device deliveries, provide clear setup guidance, and offer after-hours assistance as needed.
  • Accurately update patient charts and documentation during and after outreach efforts.
• Logistics Management:
• • Perform daily inventory adjustments, track device status in the HST system, coordinate shipping and returns, and follow up on overdue devices.
• Operational Support:
• • Step in to resolve issues quickly, ensuring smooth day-to-day operations.
  • Serve as backup support for the Clinical Device  Coordinator as needed

Qualifications

• Strong communication skills with a patient-first mindset.
• High attention to detail to ensure accurate tracking and timely follow-ups.
• Flexibility to provide after-hours support and on-call coverage as needed, in alignment with the department’s requirement for 24/7 operational coverage.
• Service minded / Results oriented 
• Able to problem solve and multi-task 
• Capable of interpreting a variety of instructions in written, oral, diagram, or schedule form 
• Accurate documentation of notes and correspondence
• Completion of an accredited Medical Assistant program or equivalent level of education.
• 2+ years experience in patient or customer service facing role
• Experience working within a clinical healthcare environment. 
• Experience delivering telehealth support via phone or video conferencing technology is a plus.

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