Patient Success Coach

Company Summary

Hometown Healthcare is a Respiratory Home Medical Equipment & care management company whose purpose is to alleviate the burdens of healthcare. Founded as Watervliet Pharmacy, Hometown Healthcare has been serving the pharmacy needs of patients and their loved ones since 1953.  Now headquartered in Clifton Park, Hometown Healthcare has evolved over time by adding high-touch and high-tech respiratory products and services, a comprehensive sleep therapy program (for CPAP and Bi-Level patients), and other home medical equipment.  Hometown Healthcare serves a 70-mile radius from the headquarters in New York’s greater Capital Region.

Position Summary

Reporting to the Patient Success Sr. Manager, the Patient Success Coach is responsible for ensuring sleep patients are adhering to prescribed therapy to achieve treatment goals. The Patient Success Coach must be able to effectively educate and guide sleep patients on prescribed therapies. The ideal candidate will be able to instill confidence in those they interact with, be detail oriented, patient, have a willingness to learn, be able to work independently and as part of a team, and be able to develop and maintain relationships.

How You’ll Make an Impact

• Become an expert in Hometown Healthcare’s product portfolio
• Understand sleep patients’ prescribed therapy needs and insurance approvals prior to patient communication
• Schedule sleep patient appointments with Respiratory Therapist(s)
• Support patients diagnosed with Obstructive Sleep Apnea throughout their therapy journey, especially during the critical early phases, to help ensure successful outcomes and create “Sleep Champions”
• Fulfill requests for patient therapy monitoring reports via modem or SD card download
• Determine how to best service a patient while minimizing the number of non-revenue mask fitting appointments
• Triage inbound calls and electronic notifications to ensure proper resolution
  
• Escalate sleep clinical triage inquiries to Respiratory Therapist(s)
• Ensure all sleep resupply exclusions are managed in a timely manner
• Troubleshoot and resolve wrong and/or defective sleep equipment
• Schedule sleep rental asset recovery if patient has failed to follow prescribed care in accordance with Asset Recovery Standard Process
• Ensure proper on-boarding and/or off-boarding of new and existing equipment and supply sleep patients

What You Must Bring to This Role

• High school diploma or general education degree (GED); or equivalent combination of education and experience - required
• Associates degree from a 2-year college and/or 4 years related experience or training; or equivalent combination of education and experience - desired
• Proven ability to communicate clearly, both verbally and written - required
• Proven success providing an exceptional patient experience - required
• A history of exceptional attention to detail - required 
• A history of maintaining confidentiality - required
• Demonstrated mastery responding to questions in a tactful & professional manner - required
• Strong interpersonal skills & the ability to effectively work with a wide range of individuals - required
• Demonstrated history of being self-motivated & a desire to work effectively, autonomously - required
• Proven history of accountability & ownership - required
• A working knowledge of MS Office Suite and Cloud - desired
• A working knowledge of Bright tree, U-Sleep, and Pioneer RX software’s - desired
• Demonstrated history working in the medical field, Pharmacy or with Durable Medical Equipment - desired
• Success operating within a Quality Management System (QMS) or similar regulated environment - desired

Values

• Serve to WOW! 
  • Creating experiences that cause those we serve to become Hometown Healthcare evangelists
• Empathy & Grace
  • The glue that bonds and preserves a beneficial and long-standing relationship that is comprised of two ideas:
  • Empathy (cognitive): A decision to pause your thoughts and feelings long enough to engage with the thoughts and feelings of another person
  • Grace: Favor (patience, kindness, goodness, gentleness, self-control, etc.) demonstrated to someone especially when they don't deserve it.
• Teachable Spirit for the Pursuit of Better 
  • "It got me to where I am, but won't get me to where I need to go, so therefore I must learn and grow"
• Warrior's Heart
  • Working hard AND producing the results required in spite of the circumstances

Compensation, Benefits & Fun Stuff

• Be a part of a locally owned & operated business, who values treating everyone with integrity & respect
• Be a part of a progressive company challenging the status quo
• Company sponsored benefits program, including retirement plan
• Generous Paid Time Off and paid holidays

Working Conditions & Physical Efforts

• Work is performed in a remote office work environment
• May be required to lift up to 30 lbs.
• Ability to sit for a prolonged period of time
• Visual functions being those of near vision, depth perception, and ability to adjust focus
• Talking and hearing occur continuously in the process of communicating with leadership & client businesses
• Transportation to & from work locations
• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or operate equipment
• No or very limited exposure to physical risk

This role is posted in partnership with HR Resolved, Inc.

Salary : $22 - $25