Technical Operations Specialist

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

A Technical Operations specialist (first tier support) collaborates with a team in ensuring smooth, efficient, and reliable technical operations, managing systems, troubleshooting issues, and implementing improvements, while also collaborating with other teams and providing technical expertise. The First Tier Support position will support clinical interactions between physicians and the engagement team, and between clinicians and the engagement team. It will provide first tier support with KOEO & Nox studio system issues, SleepCharge and Somryst app patient complaints, escalating when appropriate to either the KOEO dev team or to Nox Medical. Vendor management, capacity planning and performance analysis.

What you'll do

• Resolve Tier 1 tickets 
• Escalate and monitor tickets unable to be handled by Tier 1
• Reset password issue resolution.
• Disabling and launching system processes 
• Merging duplicate patient charts
• Reassigning clinicians tasks 
• Connect with Resmed regarding PAP device troubleshooting 
• Funnel eligibility/incentive point related tickets to the data team
• Collaborate with requesters of tickets to obtain additional information when necessary
• Work with other clinical teams to ensure an exemplary participant/patient experience and to foster a “right-the-first-time” culture.
• Provide technical guidance and mentorship to the team, ensuring they have the resources and knowledge to perform their tasks effectively.
• Identify areas for improvement in technical operations and implement solutions to enhance efficiency and reliability.
• Maintain and update technical documentations, ensuring it is accurate and readily accessible.
• Establish exceptional customer service relationships with physicians, staff and patients as demonstrated by voice tone, written correspondence and verbiage.

• Respond to inquiries and requests from physicians, patients or staff within given time frames and within established policy

Qualifications

• Experience working within a clinical healthcare environment
• Experience in sleep medicine 
• Knowledge of operating and maintaining a PAP device, PAP equipment (i.e., mask styles/types) and sleep-related DME supplies. 
• Technical degree, certification or 3 years experience in related fields.
• 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.