Sleep Technologist – Patient Care Coordinator (Call Center)

FORWARD HEALTH

Job Description

About Forward Health

Forward Health LLC is an innovative healthcare company dedicated to providing a seamless experience for sleep apnea patients. We prioritize utilizing the latest advancements in sleep medicine to ensure accurate diagnosis and effective treatment of sleep disorders. Our focus is on making the sleep apnea patient care journey seamless, with a one-stop-shop approach — from testing through diagnosis, treatment, and ongoing equipment support.

Position Summary

The Sleep Technologist – Patient Care Coordinator at Forward Health is a clinically trained sleep professional who applies their AASM (American Academy of Sleep Medicine) sleep technology background in a telephonic/call center setting rather than an in-lab environment. This role is responsible for contacting patients following completion of their Sleep Study (SS) — including Home Sleep Apnea Tests (HSAT) and in-lab Polysomnography (PSG) — to review results in coordination with the interpreting physician, explain diagnoses and treatment recommendations in patient-friendly terms, and coordinate timely referral and setup of appropriate Durable Medical Equipment (DME), such as CPAP/BiPAP devices, masks, and supplies.

This position requires strong clinical knowledge of sleep disorders and equipment, excellent phone-based communication skills, and the ability to manage a high volume of patient contacts while maintaining compliance with AASM clinical standards and payer/DME documentation requirements.

Essential Duties and Responsibilities

• Call patients after their sleep study to review results and explain their diagnosis in clear, easy-to-understand language.
• Answer patient questions about their diagnosis, treatment options, and next steps.
• Coordinate DME referrals (CPAP, BiPAP, masks, and supplies) and verify insurance/prior authorization requirements.
• Follow up with patients to confirm equipment delivery and address early usage questions or concerns.
• Document all patient interactions and referrals accurately in the EMR system.
• Escalate urgent or high-risk patient concerns to the supervising physician or clinical team.
• Maintain HIPAA compliance and meet department call volume and quality benchmarks.

Minimum Qualifications

Education & Certification

• Current certification as a Registered Polysomnographic Technologist (RPSGT), Registered Sleep Technologist (RST), or Certified Respiratory Therapist (CRT) required.
• Working knowledge of AASM clinical practice guidelines and scoring/interpretation standards.

Experience

• Minimum 1–2 years of experience as a Sleep Technologist in a clinical or diagnostic sleep setting.
• Experience with DME ordering, insurance authorization, or patient care coordination strongly preferred.
• Call center or high-volume telephonic patient contact experience a plus.

Working Conditions

• Onsite call center environment at our Draper, Utah office.
• Primarily phone-based work using a computer/EMR system and headset.
• Standard business hours, Monday–Friday, 40 hours per week; occasional evening/weekend availability may be required depending on patient volume needs.

Physical Requirements

• Ability to sit for extended periods while using a computer and phone/headset.
• Manual dexterity for data entry and use of office equipment.

Compliance

This role must adhere to AASM clinical standards, HIPAA privacy regulations, and all applicable payer and DME documentation requirements. Regular audits of documentation and call quality will be conducted to ensure compliance.

This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, or responsibilities. Duties may be modified based on organizational needs. Forward Health is an Equal Opportunity Employer.