Services Specialist

The company 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.

What you will be doing

The company 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. The company’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. The company is changing the way that patients are treated for any disorder that affects brain physiology.

The Services Specialist will work within the SleepView Direct department and report to the Manager, Services. This is a first-shift position that is primarily work-from-home, with occasional on-site meetings as needed. The Services 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.

What success looks like

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

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

• 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.

• 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.

• 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 to process improvements that make the patient and customer experience more efficient.

• Support team coverage and assist teammates when workload or business needs require additional support.

• Follow established workflows, policies, procedures, and quality standards.

• Maintain a positive, collaborative, and patient-focused approach in all interactions.

What you will bring

• 2+ years of experience in a customer service, patient services, healthcare, call center, scheduling, technical support, or other customer/patient-facing environment required.

• Associate degree or equivalent experience preferred.

• Experience communicating directly with patients or customers by phone.

• Exceptional verbal and written communication skills, with the ability to communicate clearly, professionally, and empathetically.

• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

• Experience documenting patient or customer interactions accurately and maintaining detailed records.

• Strong problem-solving and troubleshooting skills, with sound judgment to determine when to resolve an issue independently and when to escalate.

• Ability to work independently in a remote environment while collaborating effectively with cross-functional teams.

• Ability to handle confidential information and Protected Health Information (PHI) in accordance with HIPAA requirements.

• Comfortable learning new technology, systems, and workflows.

• Demonstrated reliability, accountability, and ownership, with a commitment to following tasks through to completion.

• A patient-first mindset with genuine empathy, professionalism, and the ability to make patients and customers feel heard, supported, and respected.

• A collaborative approach, willingness to support teammates, and openness to giving and receiving feedback.

• Curiosity, adaptability, and a continuous learning mindset with a proactive, self-service approach to finding information and solutions.

The hourly rate for this role is $25/hr. The hourly rate is one component of the total compensation package, which includes equity, PTO and other benefits.

At the company, we've found that cultural and scientific impact is driven most by those that lead by example. As such, we're always seeking new contributors whose work demonstrates an avid curiosity, a bias towards simplicity, an eye for composability, a self-service mindset, and - most of all - a deep empathy towards colleagues, stakeholders, users, and patients. We believe a diverse team builds more robust systems and achieves higher impact.