Client Overview
Join a healthcare support team assisting patients and partner clinics with sleep study processes. This role focuses on providing structured, non-clinical assistance to ensure patients can successfully complete sleep study setups and that partner clinics receive timely updates and reports. You will play an important role in maintaining smooth communication between patients, clinics, and the internal team while ensuring all interactions follow established guidelines and compliance standards.

Job Description
As a Sleep Study Support Specialist, you will provide non-clinical support to patients completing sleep studies and assist partner clinics with enquiries. You will manage support inboxes, conduct outbound calls to guide patients through setup processes, and ensure reports are delivered accurately. This role requires strong communication skills, empathy, attention to detail, and the ability to follow scripts and standard operating procedures closely. All clinical questions or complaints will be escalated to the appropriate internal team.

Schedule: 20hours/week, 1:00PM to 5:00 PM
Working Hours: AEST-aligned afternoon and evening hours (exact schedule to be confirmed)
Client Timezone: Australian Eastern Standard Time (AEST) 

Responsibilities
Patient Support & Communication

• Conduct outbound calls to patients completing repeat sleep studies
• Guide patients through device setup using approved scripts and instructions
• Provide calm and professional assistance when troubleshooting setup issues
• Ensure patients feel supported throughout the process

Inbox & Phone Support

• Manage shared support inbox for partner clinics and patient enquiries
• Respond to enquiries in a clear and timely manner
• Answer inbound calls from partner clinics and provide appropriate assistance
• Ensure all communications remain organised and consistent

Reporting & Coordination

• Send completed sleep study reports to partner clinics
• Monitor data uploads and identify potential issues early
• Escalate clinical questions, complaints, or technical issues to the internal team
• Maintain accurate records of communications and actions taken

Process Compliance

• Follow scripts, workflows, and SOPs precisely
• Maintain clear boundaries regarding non-clinical responsibilities
• Ensure all patient interactions align with company guidelines and compliance standards

Explicit Role Boundaries (Non-Negotiable)
This role must not:

• Provide medical advice
• Interpret sleep study results
• Discuss diagnoses or treatment recommendations
• Independently manage complaints or escalations

*All clinical and complaint-related matters will be handled by the internal Australian team.

Requirements

• Strong spoken and written English communication skills
• Confident handling both inbound and outbound phone calls
• Calm and empathetic communication style
• High attention to detail and accuracy
• Ability to follow scripts and SOPs consistently
• Strong organizational and time management skills
• Ability to work independently in a remote environment
• Comfortable working afternoon and evening hours aligned with AEST

Preferred Experience

• Experience in customer support or healthcare-related roles
• Experience handling sensitive information professionally
• Experience supporting patients or clients through structured processes

Scope & Engagement

• Remote work arrangement
• Schedule aligned with AEST afternoon/evening hours
• Ongoing support role with structured workflows
• Direct coordination with internal healthcare team

Why Join This Team?

• Opportunity to support patients in a structured healthcare environment
• Clear processes and defined responsibilities
• Supportive team with strong compliance standards
• Consistent part-time schedule
• Meaningful role helping improve patient experience

Apply now. Start helping.

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions that fulfill all requirements will receive priority review.