Care Manager

About Nox Health

Simply put, we believe in the power of sleep.

As sleep health champions, we want more and more people to wake up to a brighter day every day. And, we are making daily progress, as we help more organizations see sleep as transformational and a foundational pillar of health. We strive to give more access to the technology and care they need to lead fuller lives.

Our depth of knowledge in the science of sleep gives us a unique perspective on sleep as a critical intervention strategy in chronic disease. We help people see the right problem and the right way forward, elevating not just our solutions but also advancing the field of sleep medicine.

Our vision is to work with our partners — employers, health systems, health plans, government agencies, provider groups and others committed to transforming care — to expand sleep health care to where it is needed, so it can take its rightful place in the healthcare ecosystem.

About the role

The Care Manager is a valued member of the Nox Health team and contributes to achieving departmental and organizational goals through collaboration, accountability, and a commitment to excellence. This role partners across the organization to deliver impactful work while embracing innovation, continuous improvement, and a people-first approach. 

As a Care Manager you will provide patients with behavioral support for their diagnoses of OSA, Insomnia, RLS and CRD. You will work as part of a team to respond to patient questions and complaints in a timely manner and resolve technical and medical issues as needed for patient support, escalating to the medical team or accounts team as indicated per protocols.

This is a remote position. Work schedule will be Monday through Friday 12:30PM - 9:00 PM EST, as well as occasional Saturdays.

What you'll do

• Perform patient care activities delivered through the KOEO platform to support a wide range of clinical sleep programs including: case management for new participants, patient therapy adherence on PAP related treatments, medical triage and other KOEO supported clinical treatments. 
• Coordinate patient care via the KOEO platform using supported KOEO communication tools that interact with patients, medical professionals and medical equipment personnel to ensure timely and appropriate resolution of participant care issues. Patient care is delivered via telephone. 
• Work a variety of shifts between 6AM and midnight, ET, as well as occasional Saturdays.
• Take on additional duties for the support of the whole care team. 
• Establish exceptional customer service relationships with patients and staff as demonstrated by voice tone, written correspondence and verbiage. 
• Respond to inquiries and requests from patients or other personnel within given time frames and within established policy. 
• Other duties/projects as assigned by the Care Team Supervisor.

Qualifications

• Bachelor's degree OR 
• Experience in a clinical setting OR 
• Experience in customer service, preferably in healthcare.
• Knowledge of operating and maintaining a PAP device. 
• Experience in Sleep
• Stellar oral and written communication skills, including active listening. 
• Exceptional customer service and interpersonal skills. 
• Ability to prioritize and manage multiple tasks in a high-pressure environment. 
• Possess the ability to work cooperatively as part of a team. 
• Strict attention to detail, organizational skills and follow-through. 
• Critical thinking and problem solving is essential. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only moderate standardization exists. 
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form, including medical protocols. 
• Ability to read and interpret documents such as clinical device manuals, safety rules, operating and maintenance instructions, and procedure manuals