Patient Success Coordinator

About the role

The Day Shift Patient Success Coordinator 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. 

This role supports the Home Sleep Test Services (HSTS) program by ensuring patients can easily receive, use, and return their devices. You’ll serve as a key point of support, helping patients navigate the process with confidence and comfort. 

This role will be a key point of contact for patients throughout the HSTS testing process, helping them feel supported and confident in using their device. Combining empathy with efficiency, this role directly drives patient compliance and a positive testing experience.

What you'll do

• Patient Support:
• • Engage patients by phone (voice, text, and voicemail) to confirm test scheduling, test kit delivery, test completion, and device return.
  • Provide clear device setup guidance and after-hours assistance as needed.
  • Conduct device recovery outreach to retrieve late or lost kits.
  • Accurately document all patient outreach and update patient charts and records accordingly. 
• Logistics Management:
• • Prepare test kits for patient use, including device configuration, quality control (QC), kit packaging, and shipping.
  • Process returned test kits: confirm receipt, sanitize devices, and upload study data.
  • Perform daily inventory adjustments and track device status in the HST system.
  • Adhere to 5S principles and practices.
• Operational Support:
• • Step in to resolve issues quickly, ensuring smooth day-to-day operations.
  • Serve as backup support for the Clinical Device Coordinator as needed
  • Have active Participation in Process Improvement Plans/Projects

Qualifications

• Completion of an accredited Medical Assistant program or equivalent level of education.
• 2+ years experience in patient or customer service facing role
• Experience working within a clinical healthcare environment. 
• Experience delivering telehealth support via phone or video conferencing technology is a plus.
• Strong communication skills with a patient-first mindset.
• High attention to detail to ensure accurate tracking and timely follow-ups.
• Flexibility to provide after-hours support and on-call coverage as needed, in alignment with the department’s requirement for 24/7 operational coverage.
• Service minded / Results oriented 
• Able to problem solve and multi-task 
• Capable of interpreting a variety of instructions in written, oral, diagram, or schedule form 
• Accurate documentation of notes and correspondence