HST Support

Pivotal Health; Baltimore (MD); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid Time Off (PTO)

Job summary

Pivotal Health in Baltimore, MD is seeking a patient-focused Support Specialist to guide home sleep testing from shipment to completion. This fast-paced role blends customer service, technical troubleshooting, and care coordination to ensure a smooth patient journey.

You will handle calls, educate patients, troubleshoot devices, document interactions, and collaborate with clinical, logistics, and insurance teams while maintaining HIPAA confidentiality.

Qualifications

• High school diploma or equivalent.
• 1 to 3 years of customer service experience (healthcare preferred).
• Strong communication and problem solving skills.
• Comfortable working with computers, phones, and documentation systems.
• Detail oriented with strong follow up skills.
• Ability to work in a fast paced, evolving environment.
• Medical terminology is a plus.
• Be part of a mission driven healthcare organization.
• Collaborative team environment.
• Opportunities for growth and development.
• Competitive benefits including medical, dental, vision, and generous PTO.

Responsibilities

• Handle inbound and outbound calls and deliver exceptional patient support.
• Guide patients through home sleep testing with clear education and follow up.
• Troubleshoot device issues to ensure successful test completion.
• Document all patient interactions accurately and timely.
• Collaborate with clinical, logistics, and insurance verification teams.
• Ensure provider orders align with payer requirements.
• Meet productivity goals, deadlines, and quality standards.
• Maintain HIPAA compliance and confidentiality.
• Support team success by assisting with training and cross functional needs.

Skills

Customer service

Communication

Problem solving

HIPAA compliance

Detail oriented

Team collaboration

Technology savvy

Education

High school diploma or equivalent

Associate degree (plus)

Tools

CRM software

Documentation systems

Job description

Schedule: Monday through Friday (11:30 AM to 8:00 PM)

About the Role

Join a growing healthcare organization where you will play a key role in supporting patients through the home sleep testing process from shipment to completion. This is a fast paced, patient focused position that blends customer service, technical troubleshooting, and care coordination.

What You Will Do

• Handle inbound and outbound calls and deliver exceptional patient support
• Guide patients through home sleep testing with clear education and follow up
• Troubleshoot device issues to ensure successful test completion
• Document all patient interactions accurately and timely
• Collaborate with internal teams including clinical, logistics, and insurance verification
• Ensure provider orders align with payer requirements
• Meet productivity goals, deadlines, and quality standards
• Maintain strict HIPAA compliance and confidentiality
• Support team success by assisting with training and cross functional needs

What We Are Looking For

• High school diploma or equivalent required
• 1 to 3 years of customer service experience, healthcare preferred
• Strong communication and problem solving skills
• Comfortable working with computers, phones, and documentation systems
• Detail oriented with strong follow up skills
• Ability to work in a fast paced, evolving environment
• Medical terminology and associate degree are a plus
• Be part of a mission driven healthcare organization
• Collaborative team environment
• Opportunities for growth and development
• Competitive benefits including medical, dental, vision, and generous PTO

If you are passionate about helping patients and thrive in a fast paced environment, we would love to connect with you.

Equal Opportunity & Compliance Statements

STATEMENT OF POLICY: Pivotal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, or status as a qualified individual with a disability.

AFFIRMATIVE ACTION PLAN (AAP): The affirmative action plans for Minorities and Women, Individuals with Disabilities, and Protected Veterans are available for inspection by appointment with Human Resources during regular business hours.

REASONABLE ACCOMMODATION: Individuals with disabilities who need accommodation may contact Brenda Underwood, HR Director, at [phone] or TTY 711 (Relay).

EMPLOYMENT ELIGIBILITY: This employer participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.