Sleep Study Support Specialist

Beacon Biosignals is transforming precision medicine for the brain, from clinical development to clinical care. For Life Sciences partners, we offer the leading at-home EEG platform for clinical development of novel therapeutics for neurological, psychiatric, and sleep disorders. Our Diagnostics business is building the most comprehensive at-home platform for precision diagnostics, combining EEG and cardiopulmonary signals to deliver reimbursable assessments for sleep and central nervous system disorders. Together, we're changing the way patients are diagnosed and treated for any disorder that affects brain physiology.

Beacon Biosignals is on a mission to revolutionize precision medicine for the brain. We are the leading at-home EEG platform supporting clinical development of novel therapeutics for neurological, psychiatric, and sleep disorders. Our FDA 510(k)-cleared Dreem EEG headband and AI algorithms enable quantitative biomarker discovery and implementation. Beacon’s Clinico-EEG database contains EEG data from nearly 100,000 patients, and our cloud-native analytics platform powers large-scale RWD/RWE retrospective and predictive studies. Beacon Biosignals is changing the way that patients are treated for any disorder that affects brain physiology.

The Sleep Study Support Specialist will work within the SleepView Direct department and report to the Manager, Services. This is a second-shift position that is primarily work-from-home, with occasional on-site meetings as needed. The Sleep Study Support Specialist plays an important role in delivering a positive patient and customer experience by providing timely, accurate, and compassionate support throughout the sleep testing process. This position requires strong communication skills, attention to detail, sound judgment, and the ability to effectively manage multiple priorities while working both independently and as part of a cross-functional team.

• Provide professional, empathetic, and effective phone support to patients, customers, and other stakeholders.

• Provide patient support, including equipment coverage, troubleshooting, and patient assistance before and after an overnight study.

• Answer patient and customer questions and provide clear, accurate information regarding services, scheduling, testing, and next steps.

• Take thorough and accurate notes documenting patient and customer interactions, actions taken, and follow-up needed.

• Make and monitor manual outbound calls to patients and customers as needed.

• Monitor and complete test scheduling and monitor return calls to ensure patients receive timely support.

• Schedule and coordinate patient testing while ensuring appointments and study information are accurately documented.

• Complete daily assigned tasks and responsibilities accurately and within established timeframes.

• Maintain accurate and organized records in accordance with company procedures and HIPAA requirements.

• Ensure the confidentiality and integrity of information, including Protected Health Information (PHI) created, received, maintained, or transmitted through the web portal, customer messages, phone interactions, and other systems.

• Identify issues that require additional support and appropriately escalate concerns to the appropriate team or department.

• Work cross-functionally across DX teams to resolve issues, coordinate patient needs, and support operational goals.

• Communicate effectively with internal teams to ensure important patient and customer information is shared accurately and in a timely manner.

• Demonstrate strong ownership of assigned work and follow through on tasks and commitments.

• Adapt to changing priorities and contribute