Patient Onboarding Specialist

About Us

Sleep Doctor is the sleep health company on a mission to help an increasingly tired world live healthier, happier, and thriving lives through the revitalizing power of sleep. Sleep Doctor meticulously creates and curates scientifically backed direct‑to‑consumer sleep product essentials that solve sleep challenges and improve well‑being. Founded by Dr. Michael Breus in 2008, Sleep Doctor, through its family of sites and brands (, Sleep Foundation.org,

Sleep Apnea.org), empowers millions of consumers annually to better understand the science of their sleep, make informed product decisions, and build health‑transforming sleep habits. To learn more about Sleep Doctor, visit

This position reports to Sleep Doctor’s Director, Support Operations and will be located in Jacksonville Beach, FL.

• Serve as the primary point of contact for escalated customer concerns, complaints, and issues, employing advanced problem‑solving techniques, conflict resolution skills, and diplomacy to achieve swift and satisfactory resolutions.
• Conduct in‑depth analysis of escalated customer service issues, implementing strategic solutions for improvement.
• Provide expertise in troubleshooting and resolving complex issues related to DME (PAP + Alternative Sleep Apnea Therapy Equipment), serving as a resource for all Customer Service team members.
• Lead by example in handling customer complaints and escalations, demonstrating empathy, professionalism, and effective problem‑solving skills in resolving issues and ensuring customer satisfaction.
• Lead initiatives to identify, develop, and implement process improvements and best practices for customer service operations, streamlining workflows, enhancing efficiency, and maximizing customer satisfaction.
• Analyze customer feedback, trends, and data to identify opportunities for service enhancement, customer retention, and revenue growth, providing insights and recommendations to inform strategic decision‑making.
• Manage communication across all channels (phone, email, SMS, chat, social media), demonstrating exceptional communication skills and the ability to effectively convey complex information and resolve issues with clarity, empathy, and professionalism.
• Provide escalated support to customers with complex inquiries or issues regarding Home Sleep Test purchases, Durable Medical Equipment (DME), and Sleep Doctor products and services.
• Become an expert in internal and partner software platforms.
• Become an expert in all non‑standard processes for complex products.
• Address and resolve customer concerns, complaints, and issues in a timely and professional manner.
• Become an expert in the entire Sleep Doctor Home Sleep Test customer journey.
• Provide information and assistance related to the Home Sleep Test process, guiding customers through each step.
• Review and process orders for Home Sleep Tests and Durable Medical Equipment (DME) efficiently and accurately.
• Help potential customers resolve their issues across all Sleep Doctor owned properties, including Sleep Foundation.org and Sleep Apnea.org.
• Review and monitor prescription submissions for DME items, ensuring accuracy and compliance with regulations.
• Ensure compliance with all relevant regulations and standards governing the healthcare and medical device industry.
• Proactively reach out to customers who may be at risk of churning, and implement retention strategies to ensure their continued satisfaction and loyalty.
• Ensure all documentation and medical records are accurately recorded in the customer’s file.
• Collaborate with the entire customer service team and cross‑functional partners effectively, ensuring organization and proper documentation at all times.
• Maintain a high level of customer satisfaction through effective communication and problem‑solving.
• Provide leadership, guidance, and mentorship to Tier 1 and Tier 2 Customer Service Representative, offering support, training, and coaching to enhance their skills, knowledge, and performance.

• Previous experience in a direct‑to‑consumer customer service role as a team lead or escalation tier role.
• Certification or previous certification as an…