HST Practice Support Specialist

HST Practice Support Specialist

Location: Melbourne, FL (In-person Position)
Schedule: 9:00 AM - 6:00 PM or 11:00 AM - 8:00 PM

Position Summary

The HST Practice Support Specialist serves as a primary point of contact for physician practices, healthcare providers, hospitals, and internal business partners. This role supports Home Sleep Testing (HST) operations by managing provider accounts, processing orders, resolving issues, coordinating communications, and ensuring an exceptional customer experience throughout the testing process.

The specialist works closely with Sales, Clinical, Logistics, Billing, Patient Support, and Operations teams to ensure timely and accurate service delivery. This position will also develop knowledge of the Cardiac program and provide cross-functional support as needed.

Depending on business needs, the individual in this role may support new customer onboarding activities or serve as the primary contact for existing customer accounts.

Key Responsibilities

• Serve as the primary point of contact for physician practices, hospitals, and healthcare providers regarding HST services and account support.
• Process and monitor HST orders while ensuring all required documentation is complete.
• Resolve order exceptions, documentation deficiencies, insurance-related issues, and enrollment concerns.
• Manage provider account setup, maintenance, portal access, and user permissions.
• Coordinate with Sales, Clinical, Logistics, Billing, and Patient Support teams to resolve customer issues.
• Investigate provider concerns regarding test results, patient status, failed studies, retests, shipping delays, and study completion.
• Maintain accurate documentation within company systems.
• Monitor operational reports and work queues to ensure timely follow-up.
• Support customer onboarding, training coordination, and escalation management.
• Maintain HIPAA compliance and adherence to company policies.
• Provide support for Cardiac program operations and customer service activities.

Qualifications

Required

• High school diploma or equivalent.
• Minimum two (2) years of customer service, healthcare support, provider relations, account management, or medical office experience preferred.
• Strong written and verbal communication skills.
• Excellent organizational and time management skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Proficiency with Microsoft Outlook, Teams, Excel, and related business applications.
• Strong problem-solving and critical-thinking abilities.

Preferred

• Experience supporting physician practices, hospitals, or healthcare providers.
• Experience in Home Sleep Testing (HST), Sleep Medicine, DME, or healthcare operations.
• Experience using CRM, ticketing, scheduling, or healthcare management systems.
• Knowledge of HIPAA and healthcare privacy requirements.
• Associate degree or higher in Healthcare Administration, Business, or a related field.

Why Join Us?

• Meaningful work that directly supports patient care.
• Collaborative team environment.
• Opportunity to develop expertise in both Sleep and Cardiac programs.
• Cross-functional exposure to Sales, Clinical, Operations, Logistics, and Customer Support teams.
• Opportunities for career growth and professional development.

Equal Opportunity and Compliance Statements

STATEMENT OF POLICY: Pivotal Health 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 (864) 272-1843 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.