Customer Success Manager

Applying Casino Loyalty &
Data Science
to Transform
Patient Behaviour

Remote United States

Job Description

CareCognitics is looking for an exceptional Customer Success Manager to join our team of dreamers and innovators. The CareCognitics Healthcare Customer Success Manager will work closely with our hospital, health system, practice, and health plan partners to demonstrate the CC’s broad value proposition. Specifically, the Customer Success Manager is a key driver of partner value by supporting them with the best practices, case studies, analytics, and other partner transformation resources to unlock the full value of their relationship with CareCognitics. By delivering surplus value to each and every customer—in each and every interaction—the Customer Success Manager will create deep customer intimacy and knowledge. This customer intimacy will allow the Customer Success Manager to be uniquely positioned to partner with the business development team to drive revenue growth within their supported partner organizations, as measured by orders and revenue growth.

The ideal Healthcare Customer Success Manager candidate is an individual that can balance value-added and commercial interactions with physician practice patient engagement leaders. They must be able to work seamlessly across and develop positive working relationships with all of CareCognitics’ matrix of functional areas but especially marketing, business development, and partner transformation. The individual will also possess superior consultative, solutions-based, and service sales expertise and demonstrate excellent interpersonal skills, a strategic mindset, and an outstanding ability to balance the priorities of both customers and the Company.

The Role

  • Deliver outstanding partner experience for core solutions delivery:
  • Build and nurture strong relationships with patient engagement and patient flow management executives, and act as the main point of contact and liaison for all client-side stakeholders.
  • Manage and communicate partner expectations and client scopes of work from implementation through the entire customer journey (for core solutions, e.g., abstraction).
  • Increase partner engagement with our core technology while creating and tracking internal dashboards to assess real-time metrics related to facility performance.
  • Deliver surplus value to partners:
  • Consult and assess partners’ broader challenges regarding clinical quality management.
  • Share partner transformation resources as appropriate—e.g., best practice studies, regulatory updates, templated data reports, access to relevant webinar, networking with other quality leaders, etc.—and provide guidance on how best to implement learnings at their respective organizations.
  • Keep an active ear to the market regarding potential new challenges or best practices. Share with partner transformation team as well as partners.
  • Help drive Orders growth within assigned partners:
  • Prospect extensions and expansions. Partner with business development to convert leads into opportunities.
  • In partnership with business development, communicate value delivered from existing partners/relationships to new prospects.
  • Grow partner revenue through upsell renewals.
  • Customer Advocacy.
  • Keep an active pulse on customer satisfaction with our core solutions / offerings, identifying opportunities for continuous improvement which can be shared with the Company’s operational team (recruiting, staffing, implementation, and delivery).
  • Other Duties: As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities—these may evolve right along with us!

Skills

  • At least five years’ experience in clinical quality.
  • Bachelor’s Degree and/or technical degree in the business line field or related field.
  • Ability to simultaneously manage multiple projects and partners.
  • Exhibit our core behaviors and beliefs of learning, innovating, collaborating, improving, and accountability while demonstrating empathy and humility on a daily basis.
  • Ability to quickly establish, through trust and leadership, consultative capabilities to partners.
  • Demonstrated ability to work directly with clients and convey expertise and confidence.
  • Exceptional verbal and written communication skills as well as interpersonal and relationship-building capabilities.
  • Demonstrated ability to work in a collaborative and matrixed team environment.
  • Ability to work independently and manage multiple tasks and projects; a self-motivated and results-driven professional.
  • Strong written and verbal communication skills
  • GRIT!
Additional Information:
  • Willingness to travel: (typically 25% but TBD in the current environment).
  • Supervisory Responsibilities: None
  • Work environment/Physical Demands: Continuous sitting and fine manipulation.
  • Work Authorization: Legally able to work in the United States without sponsorship

About Us

CareCognitics is a digital platform applying casino loyalty & data science to transform healthcare. Their unique platform brings technology innovations from the casino, hospitality, and gaming industries to engage patients and reward actions that drive improved health outcomes. CareCognitics founder Sunny Tara was an aspiring computer science student when he lost his father to cardiac arrest. Having experienced first-hand the frustrations and sorrow of losing a loved one to a chronic condition, he wondered what more could have been done to keep his father from being taken at such a young age. CareCognitics was his answer.

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Senior Content Designer & Editor

Applying Casino Royalty & Data Science to Transform Patient Behaviour

Applying Casino Loyalty &
Data Science
to Transform
Patient Behaviour

Remote United States

Job Description

CareCogniticts is looking for a Senior Content Editor to join the dreamers & innovators team. We are changing the way people think about engagement in healthcare by creating content that aligns with the patient and their care teams.

This is a key role in helping build a content model that help deliver personalized information that motivates behaviors and improves the health outcomes. You will collaborate with the team to build an editorial content plan that helps personalize information at the patient level.

This is an amazing role where you will have a direct impact on becoming one of our innovators and building the future of healthcare.

The Role

  • Work with team to shape editorial process for CareCognitics and contribute to the growth of the Content Strategy team
  • Serve as the lead editor for all campaigns across different brands and along the patient journey
  • Edit and proofread a variety of promotional and educational materials from manuscript through digital programming
  • Collaborate with Account, Creative/Design, Operations, and other team members to ensure that campaigns are of the highest quality in terms of accuracy, clarity, and readability
  • Work with Digital Producers on timing and quality control, including copyediting, styling, proofreading
  • Work closely with writers on content and referencing
  • Create and maintain CareCognitics brand style guides
  • Complete ad hoc editorial reads on other external facing client communications as needed, including webinar materials and promotional content

Skills

  • Bachelor’s degree
  • 5+ years of copyediting experience in a healthcare advertising or medical publishing company would be ideal
  • Exceptional working knowledge of English grammar and usage
  • Creative approach to problem solving and ability to prioritize projects based on deadlines required
  • Ability to understand, map out, and clarify the patient journey as prioritized by specialties
  • Excellent organization, time management, and attention to detail required
  • Experience using Adobe Acrobat or similar PDF editor to copy edit strongly preferred
  • Complete ad hoc editorial reads on other external facing client communications as needed, including webinar materials and promotional content

About Us

CareCognitics is a digital platform applying casino loyalty & data science to transform healthcare. Their unique platform brings technology innovations from the casino, hospitality, and gaming industries to engage patients and reward actions that drive improved health outcomes. CareCognitics founder Sunny Tara was an aspiring computer science student when he lost his father to cardiac arrest. Having experienced first-hand the frustrations and sorrow of losing a loved one to a chronic condition, he wondered what more could have been done to keep his father from being taken at such a young age. CareCognitics was his answer.

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Director, Rewards Programs

Applying Casino Royalty & Data Science to Transform Patient Behaviour

Applying Casino Loyalty &
Data Science
to Transform
Patient Behaviour

Remote United States

Job Description

CareCognitics is looking for an exceptional Director, MyCareReward Loyalty Program to join our team of dreamers and innovators. This is a critical role in building out the vision of what patient and care team rewards programs will look like in healthcare. It is by far, one of the most exciting roles where the right person will innovate programs unlike anything they have ever done before. We are out to impact 1M lives by 2025 and the person in this role will be at the forefront of making that possible. Join us as we embark on something truly incredible.

The Role

  • Manages the development and implementation of the loyalty program, “MyCareReward”
  • Acts as the primary business owner of the “MyCareReward” project
  • Ensuring business requirements are met during the project development
  • Ensuring consistency of program requirements with cross-functional teams, including Legal, IT, Customer Service, Risk, Marketing, Operations, Digital
  • Developing and monitoring of key success metrics
  • Works with the appropriate cross-functional counterparts to manage the ongoing evolution of “MyCareReward”, including a flawless customer experience at all touchpoints (digital, direct mail, etc.)
  • Oversees the daily management and administration of the loyalty program and the execution of existing initiatives once launched
  • Plans, develops, and executes loyalty member programs, benefits, rewards, events, promotions, and campaigns
  • Works with CareCognitics Digital analytics team to analyze and report on the program, campaign, and promotion effectiveness and clearly communicate results to draw actionable insights and facilitate sound decision making on next steps
  • Manages the P&L of the loyalty program to ensure the financial impact is positive on the business
  • Utilizes proprietary and syndicated market research, customer feedback, program performance data, and the competitive landscape to identify new opportunities that deliver a best-in-class loyalty experience
  • Partners with Training team to develop materials for Customer Service, field leadership, store employees and Operations teams to enable those groups to promote the program and answer customer questions about the program
  • Sets and manages annual budgets for the “MyCareReward” loyalty program

Skills

  • Bachelor’s Degree with at least 7 years related experience or an equivalent combination of education and experience required.
  • B2B / B2C loyalty and CRM marketing experience for an omnichannel retailer preferred
  • Experience managing budgets and profit/loss statement impact strongly preferred
  • Experience working with Loyalty Management Platforms (e.g. CrowdTwist, SessionM, Salesforce, Cheetah Digital, etc.) preferred
  • Ability to collaborate with cross-functional teams to work towards a common goal
  • Excellent verbal and written communication skills with ability to leverage business and technical insight
  • Strong ability to analyze, identify, and understand critical issues and information to make informed business decisions
  • Ability to work independently and in a team environment
  • Detail-oriented with the ability to handle various tasks simultaneously under multiple deadlines
  • A positive attitude and a great sense of humor that relates to our fun-loving brand is a plus

About Us

CareCognitics is a digital platform applying casino loyalty & data science to transform healthcare. Their unique platform brings technology innovations from the casino, hospitality, and gaming industries to engage patients and reward actions that drive improved health outcomes. CareCognitics founder Sunny Tara was an aspiring computer science student when

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Lead, Data Scientist

Applying Casino Royalty & Data Science to Transform Patient Behaviour

Applying Casino Loyalty &
Data Science
to Transform
Patient Behaviour

Remote United States

Job Description

CareCognitics is looking for an exceptional Lead Data Scientist to join our team of dreamers and innovators. You’ll be joining a team of extraordinary minds who thrive on creative ideas and collaboration. This team is not only passionate about data, but they also dream about a better way for healthcare professionals and the care teams to engage the patient. You will be responsible for building data products for internal and external consumption as well as use predictive models to enhance existing products.

The Role

You have strong analytical and technical skills and are familiar with the entire lifecycle of a data science project, from data exploration, modeling and analysis to model selection, validation, evaluation, and deployment. You have experience in and a passion for supporting and leading other Data Scientists or Analysts and would enjoy managing a pod of 2-3 Data Scientists as well as be an independent contributor. You are experienced in partnering with business stakeholders, translating their needs into technical solutions and answers, and in leading technical teams to build and deliver those solutions.
  • Leverage CareCognitics dataset to build data products that provide actionable business and patient insights
  • Design and execute experiments to test targeted engagement strategies and product features and further optimize these strategies and features through modeling, forecasting, and evaluation
  • Write clean, well-tested, code that will stand the test of time and develop methods to efficiently classify and characterize patient populations
  • Navigate and use diverse machine learning stacks in Python and R
  • Leverage services in Google Cloud to ingest, explore, analyze, and model large datasets
  • Use NLP techniques to parse, process, and structure textual data
  • Build customized dashboards for external and internal clients, collaborating with different stakeholders across Phreesia including the Product Management, Analytics & Insights, Research, Other Development teams

Skills

  • 5+ years of experience in an operational Data Science role
  • Professional command of Data Science and Machine Learning toolsets in Python (Numpy, Scipy, Pandas, Scikit-learn), and strong SQL skills with large datasets
  • MS/MA in a quantitative field such as data science, computer science, engineering, mathematics, statistics, computational linguistics, physics, or relevant equivalent professional experience
  • Experience in using statistical principles to inform decision making (experimental design, significance tests, a/b testing) and collaborating with Data Scientists and Data Engineers to propose, test, validate, evaluate, and deploy Machine Learning models
  • Ability to organize, visualize, and present complex data in a way that tells a compelling story and drives decision making
  • Experience contributing production-level code using version control

About Us

CareCognitics is a digital platform applying casino loyalty & data science to transform healthcare. Their unique platform brings technology innovations from the casino, hospitality, and gaming industries to engage patients and reward actions that drive improved health outcomes. CareCognitics founder Sunny Tara was an aspiring computer science student when he lost his father to cardiac arrest. Having experienced first-hand the frustrations and sorrow of losing a loved one to a chronic condition, he wondered what more could have been done to keep his father from being taken at such a young age. CareCognitics was his answer.

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Director, Account Operations

Applying Casino Royalty & Data Science to Transform Patient Behaviour

Applying Casino Loyalty &
Data Science
to Transform
Patient Behaviour

Remote United States

Job Description

CareCognitics is looking for an exceptional Director of Account Operations to join our team of dreamers and innovators. The person will be the lead point of contact for several of our portfolio accounts ensuring customer satisfaction and account growth.. This account leader must have deep experience in delivering amazing customer value by aligning CareCognitics product to customer needs.

The Role

  • Prepare long-term and short-term goals and account objectives
  • Build trust and long-term relationships with clients
  • Manage records of sales, revenue, and other important data
  • Guide the team to manage and exceed Support SLA’s
  • Motivate direct, and indirect, team members to exceed expected goals
  • Estimate and establish cost parameters, budgets, campaigns, and potential ROI
  • Convert success into case studies that can be used in marketing campaigns and prospect conversion
  • Supervise account management and strategies
  • Represent company to portfolio clients
  • Evaluate employee performance and review employee goals
  • Negotiate contracts on behalf of the company
  • Develop and implement a strategic plan for increasing share of wallet
  • Design, develop, and present reports on account progress and goals to senior leadership and stakeholders (Account Plan Review)

Skills

  • Bachelor’s degree in business, business administration, or related field; Master’s degree a plus
  • Five (5) years or more of relevant experience as an account manager, director, or related title in the healthcare
  • Up to date on latest healthcare trends, able to articulate trends and potential clearly and confidently
  • Excellent analytical and time-management skills
  • Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and Salesforce
  • Organized and able to create multiple timelines, budgets, and schedules
  • Excellent verbal and written communication skills
  • Strong knowledge of clientele and superior customer service skills
  • Encouraging to team and staff; able to mentor and lead
  • Able to analyze problems and strategize for better solutions
  • Knowledgeable of sales process from initiation to close thru the lifecycle
  • Able to multitask, prioritize, and manage time efficiently
  • Solid negotiation skills and ability to build strong interpersonal relationships with clients and management

About Us

CareCognitics is a digital platform applying casino loyalty & data science to transform healthcare. Their unique platform brings technology innovations from the casino, hospitality, and gaming industries to engage patients and reward actions that drive improved health outcomes. CareCognitics founder Sunny Tara was an aspiring computer science student when he lost his father to cardiac arrest. Having experienced first-hand the frustrations and sorrow of losing a loved one to a chronic condition, he wondered what more could have been done to keep his father from being taken at such a young age. CareCognitics was his answer.

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Business Development Representative

Applying Casino Royalty & Data Science to Transform Patient Behaviour

Applying Casino Loyalty &
Data Science
to Transform
Patient Behaviour

Remote United States

Job Description

CareCognitics is looking for an exceptional Business Development Representative to join our team of dreamers and innovators.

The Role

  • You will have a good understanding of the healthcare space and your primary responsibility will be identifying, uncovering, and developing new business opportunities
  • You will work in partnership with Sales and Customer Success to grow and develop new business
  • Collaborate with Marketing to create campaigns and prospect, to develop to the point of handoff for Sales and / or Customer Success
  • The BDR will be knowledgeable about ongoing and upcoming marketing campaigns to increase conversions
  • An implicit responsibility of the BDR is to conduct business dealings in a way that creates a superior customer experience to set the stage for long-term customer relationships at CareCognitics
  • Become a trusted partner of Marketing, Customer Success, and the Sales team

Skills

  • 3+ years of business development sales experience. Ideally in healthcare
  • Experience is inclusive of enterprise software (SaaS), medical devices, or other enterprise-wide products and / or services would be a bonus
  • Proven ability to help build strong relationships that lead to customers for life
  • Strong written and verbal communications skills
  • GRIT!
  • Self-starter and someone who is a connector and loves building relationships on all levels

About Us

CareCognitics is a digital platform applying casino loyalty & data science to transform healthcare. Their unique platform brings technology innovations from the casino, hospitality, and gaming industries to engage patients and reward actions that drive improved health outcomes. CareCognitics founder Sunny Tara was an aspiring computer science student when he lost his father to cardiac arrest. Having experienced first-hand the frustrations and sorrow of losing a loved one to a chronic condition, he wondered what more could have been done to keep his father from being taken at such a young age. CareCognitics was his answer.

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Manager, Analytics & Insights

Applying Casino Royalty & Data Science to Transform Patient Behaviour

Applying Casino Loyalty &
Data Science
to Transform
Patient Behaviour

Remote United States

Job Description

CareCognitics is looking for an exceptional Manager, Analytics & Insights to join our team of dreamers and innovators. The Analytics & Insights (AI) Manager will utilize various types of data to draw insights and build strategic recommendations to advance CareCognitics patient communications business. The AI Manager will work collaboratively with internal teams (including but not limited to the sales team and data science team) to identify and optimize digital patient engagement campaigns, effectively communicating the value of CareCognitics and ensuring validation of campaign success. This is a strategic, client-facing role that involves communication and collaboration with agency and brand partners.

The Role

  • Function in a consultative manner, efficiently translating data and insights into strategic solutions
  • Serve as an analytics/insights expert on assigned accounts to help pull through brand goals and strategic imperatives
  • Work closely with the data science team to analyze data and cull insights, and the sales team to sell in the value of CareCognitics to potential clients and successfully communicate campaign details and measurement
  • Work cross-functionally on strategic projects, thought leadership, sales support materials, ad hoc requests, and other measurement collateral using 3rd party data, internal data, and secondary research. This may include market landscape insights, point of care insights, media insights and comparison data, ROI analyses, case studies, benchmarking and more
  • Manage and present reporting and measurement, generating insights and client-facing stories from both primary and secondary data
  • Contribute individually, as well as build relationships with internal team members

Skills

  • BA or BS, with at least 3 years of experience in healthcare, or a related field
  • Outstanding problem-solving and analytical skills
  • Ability to think strategically, knowing how to utilize data to guide bigger picture decisions
  • High energy self-starter who enjoys finding creative solutions to complex problems
  • Comfortable with ambiguity, possessing intellectual curiosity to dig into data able to find the underlying cause of a problem
  • Team player that is comfortable going against the grain and backing up opinion with data
  • Passion, with a drive to improve and grow with attention to detail

About Us

CareCognitics is a digital platform applying casino loyalty & data science to transform healthcare. Their unique platform brings technology innovations from the casino, hospitality, and gaming industries to engage patients and reward actions that drive improved health outcomes. CareCognitics founder Sunny Tara was an aspiring computer science student when he lost his father to cardiac arrest. Having experienced first-hand the frustrations and sorrow of losing a loved one to a chronic condition, he wondered what more could have been done to keep his father from being taken at such a young age. CareCognitics was his answer.

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Account Executive

Applying Casino Loyalty &
Data Science
to Transform
Patient Behaviour

Remote United States | Posted Today

Job Description

CareCognitics is looking for an exceptional Account Executive to join our team of dreamers and innovators. This is a hunter role where you will be expected to grow and develop your business within an assigned territory. Our team is driven to make a positive difference in how healthcare engages with patients and to be successful in this role, you need to share in this passion.

The Role

  • Drive new business focused on Federally Qualified Health Centers, Hospitals, Clinics (Cardiology, Oncology, and Mental Health are the primary areas of focus)
  • Develop sales initiatives within defined territory
  • Manage relationships with prospects and channel partners within defined geographic territory
  • Maintain retention of existing accounts by maintaining a high level of customer service
  • Assess member needs for products and services, conduct market assessments and market research
  • Manage sales territory to achieve individual and team sales and revenue goals

Skills

  • Relevant degree preferred.
  • Knowledge of healthcare clinic / provider side strongly preferred.
  • 5 or more years of relevant experience required
  • Hunter mentality, strong consultative selling, analytical and customer service skills required
  • Sales and account management experience required
  • Willingness to travel as needed
  • Must have GRIT!

About Us

CareCognitics is a digital platform applying casino loyalty & data science to transform healthcare. Their unique platform brings technology innovations from the casino, hospitality, and gaming industries to engage patients and reward actions that drive improved health outcomes. CareCognitics founder Sunny Tara was an aspiring computer science student when he lost his father to cardiac arrest. Having experienced first-hand the frustrations and sorrow of losing a loved one to a chronic condition, he wondered what more could have been done to keep his father from being taken at such a young age. CareCognitics was his answer.

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CareCognitics’ Work With Fqhc Stride Community Health Center – On Healthcare It Today

Working at an FQHC is challenging, but important work.  We know this first hand with our work with STRIDE Community Health Center.  To share some of what the team at STRIDE have accomplished,  Lisa Brown, VP of Strategy and Growth at STRIDE Community Health Center, and Jennifer Trainer, Director of Patient Experience at STRIDE Community Health Center, were featured in an interview by Healthcare IT Today.
(more…)
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Applying Casino Loyalty Technology To Solve The Problems Of Healthcare Technology


The Healthcare IT Expo conference in New Orleans had a theme of how to solve healthcare technology’s biggest challenges. The question? What is NOT working? What are the problems that need solving and how is technology going to solve those problems? Sunny Tara, CEO of CareCognitics, took part in a Think Tank at the event where he discussed what IS NOT working in healthcare technology. His background in building innovative technology and loyalty for casinos allows him to create a upatient-centeredntered approach to care management.

One thing that isn’t working is treating patients with a one size fits all approach.  To provide what a patient requires we must make improvements at the line level. This is where healthcare can learn from other industries. I come from the casino industry and we wouldn’t treat every customer the same so why is healthcare doing that?

We are doing the same thing with healthcare technology. We want to use the same tool for every job, even if they don’t match. For example, physicians report burnout and dissatisfaction with electronic health records (EHR). Are we trying to make the health record do something it wasn’t designed for? We want to get the maximum value out of the EHR so we try to have it measure patient satisfaction and provide information back and forth and schedule appointments and create loyalty. It is not well suited to many of the tasks we assign it.

A great EHR is critical and important when it comes to clinical care and a system of record. However, from a technology perspective, the EHR doesn’t make sense for a lot of patient focused tasks. Would I want my EHR system to be my ecommerce system? No. I would get an ecommerce system for that. We are trying to put too much on the back of the EHR when that’s not what it was designed to do. Instead we need a separate patient focused system that will build patient loyalty. Technology to improve patient care should be technology designed with patients in mind, not stretching existing technology to make it fit in every situation.

One of the key ways to find out if a technology is well suited to the job to be done is adoption. The key to adoption is one thing- providing value to the person using it. For example, in the casino industry in the early 2000’s we implemented a pretty large IT investment. We spent over 100 million dollars on the ability to order drinks from a slot machine. This is a simple technology, but when we rolled it out there was such pushback from the cocktail waitresses because they felt that this was going to take their jobs.

As soon as we implemented some pilots they changed their minds. They realized that this technology was going to help them. Rather than circling and taking orders they just were just delivering drinks and providing great service. They were able to make more tips every hour and customers were happy. The technology provided them value and that changed the dynamics. We used technology to provide a better experience to customers because their drinks were coming sooner and at the same time the cocktail waitresses were happy because they were making more money.  This is the virtuous use of technology we need to apply to healthcare where both providers and patients benefit.

When technology provides value to patients, it will have high adoption. We have been pleased to see that even among a Medicaid population, we have high adoption. If we judge the effectiveness of technology based on adoption rather than cramming patients into an assembly line of ineffective care, we can easily sort which technologies are effective and which aren’t. The purpose of our technology is to enable better patient loyalty. I cannot change your odds- but I can provide a great patient experience.

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