SleepDoctor

Customer Support

• Provide advanced, escalated support for complex customer inquiries related to Home Sleep Studies (HSS), Durable Medical Equipment (DME), and Sleep Doctor products and services.
• Investigate and resolve complex issues in partnership with Tier 3 support, with a focus on DME workflows and non-standard cases.
• Serve as a resource for Level 1 team members, providing guidance and support on complex cases.
• Review, process, and manage HSS and DME orders with a high degree of accuracy and efficiency.
• Validate prescription submissions for DME items, ensuring compliance with all regulatory and internal requirements.
• Guide customers through the full Home Sleep Test journey, providing clear, proactive support at every stage.
• Address customer concerns, complaints, and inquiries across all channels, ensuring timely and effective resolution.
• Maintain accurate and thorough documentation of customer interactions, orders, and medical records.
• Ensure adherence to healthcare regulations, medical device standards, and internal processes.
• Proactively identify at-risk customers, execute retention strategies, and drive positive customer outcomes.
• Collaborate cross-functionally with internal teams and external partners to resolve issues and improve processes.
• Build and maintain deep expertise in internal systems, partner platforms, and complex DME workflows.

Customer Support Specialist II

Full-stack Engineer

• Report directly to the CTO as part of our Care Discovery team
• Create a close partnership with product and design teams to build and execute on a roadmap to help those who seek better sleep
• Embrace AI-assisted coding tools and workflows as a core part of your daily practice
• Deliver reliable, well-structured code across our stack
• Involve meaningful work in Shopify-based commerce development
• Stay on the leading edge of emerging tools, frameworks, and AI capabilities, guiding team members through recommendations and hands-on leadership

Senior Full Stack Software Engineer

Director

• Lead the end-to-end design and implementation of Sleep Doctor’s RCM infrastructure—spanning eligibility verification, prior authorization, claims submission (clinical and DME), denial management, and patient collections.
• Architect the “to-be” state: a modern, API-driven, largely automated revenue cycle built for both commercial and government payors nationwide.
• Partner with engineering and vendor partners to integrate clearinghouses, EHR/practice management systems, and payer APIs into a unified, compliant billing platform.
• Define the “Clean Claim” baseline for both clinical services and DME—establishing data validation rules, documentation requirements, and submission standards.
• Ensure seamless parallel operation of cash-pay and insurance flows without introducing friction to the patient journey.
• Drive aggressive automation across the revenue cycle using AI/ML tools—targeting prior auth packaging, clinical documentation assembly, claims scrubbing, denial prediction, and appeals generation.
• Design patient-facing billing experiences that deliver radical transparency: real-time eligibility, upfront cost estimates, and frictionless balance resolution.
• Serve as the internal RCM subject matter expert—the go-to voice on payor policy, reimbursement trends, coding requirements, and regulatory changes across clinical and DME billing.
• Collaborate cross-functionally with Clinical, Product, Finance, Engineering and Operations to ensure the revenue cycle serves both business goals and patient outcomes.

Director of Revenue Cycle Management

Therapist

• Analyze home sleep test results to identify patterns and abnormalities. Communicate findings clearly and effectively to customers. Address customer questions and concerns.
• Conduct virtual machine setups for CPAP and BiPAP devices to ensure proper configuration and patient understanding
• Titrate CPAP/BiPAP pressure following clinical guidelines to optimize therapy effectiveness
• Review and monitor patient compliance data from cloud-connected PAP devices
• Identify therapy issues or non-compliance and proactively engage with patients to troubleshoot and resolve
• Perform virtual mask fittings and provide recommendations to optimize seal, comfort, and long-term success
• Educate patients on proper usage, cleaning, and maintenance of their PAP equipment
• Guide patients through resupply schedules and assist in facilitating timely and accurate replacement of masks, cushions, filters, and tubing
• Provide empathetic and knowledgeable support to help patients overcome common therapy challenges such as dryness, leaks, or discomfort
• Maintain documentation of patient interactions, troubleshooting steps, and follow-up plans in internal systems
• Stay up to date on DME products, PAP accessories, and best practices in sleep apnea treatment
• Collaborate with internal clinical, support, and logistics teams to ensure smooth coordination of care
• Contribute ideas and insights to improve the follow-up program and enhance the patient experience

Respiratory Therapist – Therapy Adherence

Product Manager

• Map the "as-is" healthcare landscape and design the "to-be" technical integrations for eligibility, prior auth, and claims.
• Work hands-on with engineering and partners, leveraging APIs and middleware to integrate disparate systems.
• Translate insurance requirements into clean, actionable technical specifications.
• Define the "Clean Claim" baseline with core data validation rules.
• Lead the product introduction of insurance-based pathways for home sleep studies (HSS) and DME therapy.
• Ensure parallel operation of cash-pay and insurance flows without introducing friction.
• Obsess over the patient experience with AI/ML tools to automate the packaging of pre-authorization bundles and clinical documentation.
• Design and iterate on digital-first patient journeys that provide radical transparency in pricing and care status.
• Build automated "scrubbing" engines for claims validation against payer-specific rules.
• Identify platform gaps and leverage health-tech standards for scalability.
• Own the end-to-end insurance product roadmap, balancing rapid launches with long-term stability.
• Collaborate with Clinical, Ops, and Billing teams to reduce operational pain points and administrative overhead.
• Maintain an uncompromising standard for HIPAA compliance and data integrity.

Customer Support Specialist II

Senior Full Stack Software Engineer

Director of Revenue Cycle Management

Respiratory Therapist – Therapy Adherence

Product Manager – Integrated Care