Nox Health

Customer Success Manager

• Conduct data gathering, data analysis and prepare client reporting for assigned clients, to include daily/weekly compliance management reports, weekly/monthly engagement and enrollment reports, quarterly dashboards, client program reviews.
• Prepare ad hoc client reports in support of assigned clients and Client Success team, and as directed.
• Project manage and deploy communication, education and engagement initiatives in assigned accounts.
• Collect and report testimonials in support of client account reviews.
• Support the completion of operational components for new client implementations, including but not limited to Nox Cloud tenant configuration, eligibility file requirements, best practices, operational and reporting requirements, scheduling, billing detail.
• Conduct demonstrations and training on SleepCharge services / participant journey with client resources, health partners, Nox Health internal teams, as requested / appropriate.
• Responsible for responding to / resolving client escalations and Care Ops Account Cases, as appropriate.
• Facilitate cross-functional process improvement opportunities to meet/exceed client expectations and enhance internal efficiencies.
• Act as liaison between assigned accounts and Nox Health marketing and communication, care operations and information technology, as requested, to communicate requirements, support client initiatives/activations, and for problem escalation / resolution.
• Prepare content and process documentation, Standard Operating Procedures (SOPs), and workflow charts for Client Success, as assigned.
• Lead / participate in on-site activities for key clients (e.g., health fairs, visibility tables, biometrics screenings, lunch & learns) from pre-planning to completion with the objective of enhancing SleepCharge program engagement.

Client Success Associate

Manager

• Utilize the telehealth platform to support a wide range of clinical sleep programs including: case manage positive airway pressure (PAP) instructions, oral appliance therapy (OAT) referrals, patient therapy adherence on PAP related treatments and other telehealth platform supported clinical treatments.
• Coordinate participant care via the telehealth platform using supported communication tools that interact with patients, medical professionals and medical equipment personnel to ensure timely and appropriate resolution of participant care issues.
• Work with other clinical teams to ensure an exemplar participant experience and to foster a “right-the-first-time” culture.
• Collaborate with the medical team members including the Medical Director, NP’s, Respiratory Therapists, Sleep Techs, MA’s to develop, maintain and apply medical protocols in the telehealth program for SleepCharge.
• The MA will maintain a patient case load of ongoing medical cases.
• Support Medical Management teammates with daily duties as needed.
• Establish exceptional customer service relationships with participants and staff as demonstrated by voice tone, written correspondence and verbiage.
• Review sleep studies via the phone/internet for PAP patients.
• Assist in escalating compliance issues to the proper level of care.
• Respond to inquiries and requests from participants or other personnel within given time frames and within established policy.
• Other duties/projects as assigned by Medical Management leadership.

Client Success Associate

Medical Manager