Care Coordinator

The Care Coordinator is a patient-facing role responsible for helping patients understand their care journey, make informed treatment decisions, and successfully move through the next steps of care.

Care Coordinators sit at the intersection of patient education, conversion, and operational follow-through. They partner closely with clinicians during key moments in the patient journey and remain accountable for ensuring patients do not get lost between diagnosis, treatment recommendation, and treatment initiation.

This is not a traditional customer service role. Success requires strong communication, comfort discussing treatment options and patient financial responsibility, operational follow-through, and the ability to confidently guide patients toward a decision.

What You'll Own:

Patient Education & Decision Support

• Join designated patient appointments alongside clinicians to support education and next-step decision making.
• Help patients understand recommended next steps, including home sleep testing (HST), oral appliance therapy (OAT), PAP, and other applicable care pathways.
• Reinforce clinician recommendations in clear, patient-friendly language without providing independent clinical advice.
• Answer non-clinical questions about the care process, treatment journey, insurance process, expected costs, and logistics.
• Identify and address barriers preventing patients from moving forward with recommended care.
• Create a patient experience that feels informed, supported, and easy to navigate.

HST Conversion & Patient Progression

• Support patients during the screening journey when HST is recommended or offered as the next step.
• Educate patients on what to expect from the HST process, including insurance verification and potential patient financial responsibility.
• Help patients make an informed decision about moving forward with testing.
• Ensure required next steps are initiated and appropriately handed off to the Diagnostic Administration team.
• Follow up with patients who require additional support before proceeding.
• Track patients who have not completed the next step and proactively work to re-engage them.

Treatment Conversion

• Participate in designated HST results/treatment planning appointments alongside the clinician.
• Support patients in understanding treatment options recommended by the clinician.
• Clearly communicate treatment logistics, insurance coverage, out-of-pocket responsibility, financing/payment options, and next steps.
• Guide patients toward a treatment decision during the appointment whenever possible.
• Follow up with patients who are undecided or require additional information before moving forward.
• Once treatment is accepted, ensure a clean and timely handoff to Treatment Administration for fulfillment.

Patient Follow-Through

• Maintain ownership of assigned patients through key decision points in their journey.
• Proactively identify patients who are stalled, undecided, or at risk of dropping out of care.
• Conduct patient outreach by phone, SMS, and other approved channels to drive completion of next steps.
• Document patient conversations, decisions, objections, and required follow-up accurately and consistently.
• Coordinate with Diagnostic Administration, Treatment Administration, clinicians, and other teams to resolve patient barriers.
• Escalate clinical, insurance, or operational issues to the appropriate owner rather than allowing the patient journey to stall

Performance & Accountability

Care Coordinators are accountable for both the quality of the patient experience and progression through the care journey.

Performance will be measured through metrics such as:

• Screening → HST election/conversion
• HST Results → treatment acceptance
• OAT recommendation → OAT acceptance
• Patient follow-up completion
• Time from patient decision → appropriate operational handoff
• Recovery/conversion of initially undecided patients
• Documentation quality and accuracy
• Patient experience and communication quality
• Targets may evolve as the patient journey and operating model continue to develop.

• Builds trust quickly with patients.
• Can explain complex processes simply and confidently.
• Is comfortable discussing cost and financial responsibility.
• Understands the difference between supporting a clinical recommendation and making one.
• Knows how to uncover the real reason a patient is hesitant and appropriately addresses it.
• Drives toward a clear next step rather than leaving conversations open-ended.
• Follows through relentlessly and does not allow patients to disappear between teams.
• Balances conversion goals with an ethical, patient-first approach.
• Approaches patient conversion as an important part of helping patients access and follow through with recommended care — not simply as a sales transaction.
• Is highly organized and can manage a significant active patient caseload.
• Takes ownership without waiting to be told what to do next.

• Experience in patient care coordination, healthcare navigation, inside sales, patient conversion, customer success, or a similarly patient-facing role.
• Strong verbal and written communication skills.
• Comfortable conducting high-volume patient conversations by phone and SMS.
• Ability to discuss financial information and treatment costs confidently and empathetically.
• Strong organizational skills and attention to detail.
• Ability to manage multiple patients and follow-up workflows simultaneously.
• Comfortable working in a fast-moving environment where processes and responsibilities will continue to evolve.
• Experience in sleep medicine, dental care, telehealth, DME, insurance-driven healthcare, or another high-consideration healthcare service is a plus.

The Care Coordinator connects these functions from the patient's perspective — ensuring that a patient who is clinically ready to move forward actually makes it successfully to the next stage of care.

Clinician

Owns clinical evaluation, diagnosis, and treatment recommendation.

Care Coordinator

Owns patient understanding, decision support, conversion, and follow-through at key decision points.

Diagnostic Administration (DxA)

Owns diagnostic operational execution, including applicable benefits verification, scheduling, documentation, and testing workflows.

Treatment Administration (TxA)

Owns treatment execution and fulfillment once the patient elects to proceed.

Happy Health is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.