What It Takes

For SOMNOmedics’ call center, technicians must undergo 1 week of theory coupled with 3 months on the job, as well as consistent and often advanced training. As for what the company is looking for in its technicians, they must be friendly and customer-service oriented with an excellent technical background, top-notch hardware and software experience, IT skills, advanced knowledge about SOMNOmedics devices and DOMINO software, as well as knowledge of sleep and electroencephalography (EEG).

Beyond initial hiring requirements, NovaSom has a formalized training program in place for all new hires and existing staff, under the governance of the company’s chief compliance and medical officer and the vice president of human resources. NovaSom’s sleep technicians are required to complete this training within their first 30 days of hire before supporting patients on their own. The company then enforces state-required continuing education unit (CEU) credits and ongoing technical, customer service, and compliance training.

Meanwhile, at CareFusion, the tech support calls are directed to a team, all of whom are RPSGTs: They have spent an average of 10 years in the clinical field and have an average employment tenure with CareFusion for 8 years.

“Tech support is key to the success of CareFusion’s sleep division. The ability to answer a variety of questions at any time of day is vital to the customer. The nature of HSTs will demand some level of tech support, and our staff is well prepared and eager to assist our users,” says Andre Puleo, director of sleep diagnostics and therapy with CareFusion.

Sleep Review takes you behind the scenes of home sleep testing manufacturers’ technical support lines. Click here to read the full story: HST 4-1-1