Services Specialist

Location: Remote from the United States, primarily work-from-home with occasional on-site meetings in Cleveland, Ohio. This is a second-shift position.

Salary: $33.65 per hour, plus equity, paid time off, and other benefits.

Company

Develops at-home EEG and cardiopulmonary monitoring platforms, AI algorithms, and cloud-native analytics for precision medicine, neurological and sleep disorder diagnostics, and clinical development.

What you will do

• Provide professional, empathetic phone support to patients, customers, and other stakeholders throughout the sleep testing process.
• Support patients before and after overnight studies, including equipment coverage, troubleshooting, and assistance.
• Schedule and coordinate patient testing, monitor return calls, and ensure appointment and study information is accurate.
• Document interactions, actions, follow-up needs, and patient records accurately and in accordance with company procedures.
• Protect the confidentiality and integrity of Protected Health Information (PHI) under HIPAA requirements.
• Identify and escalate issues, collaborate across teams, support operational coverage, and contribute to process improvements.

Requirements

• At least 2 years of experience in a sleep center, clinical or technical support, or another customer- or patient-facing environment.
• Direct experience communicating with patients or customers by phone.
• Exceptional verbal and written communication, organization, attention to detail, and multitasking skills.
• Experience documenting interactions, maintaining detailed records, troubleshooting issues, and using sound judgment when escalating concerns.
• Ability to work remotely from the United States and attend occasional on-site meetings as needed.
• Ability to handle confidential information and PHI in accordance with HIPAA requirements.

Nice to have

• RPSGT or CCSH certification.

Culture & Benefits

• Equity, paid time off, and other benefits are included in the total compensation package.
• Work in a patient-focused environment emphasizing empathy, curiosity, simplicity, composability, and self-service.
• Collaborate with cross-functional teams and contribute to a diverse workplace.
• Follow established workflows, policies, procedures, and quality standards while adapting to changing priorities.