Customer Success Associate

Full job description
Company Overview : Dozee Health AI is the pioneer in Contactless Remote Patient Monitoring (RPM), proven to drive transformation at scale. Headquartered in Bengaluru, India, Dozee has emerged as India’s no. 1 RPM Company. We are seeking visionary individuals to help us in this very exciting journey. As a part of our dynamic team, you’ll have the opportunity to collaborate with top healthcare providers in the country, applying AI-powered RPM solutions to tackle some of the most pressing challenges in healthcare - enhancing staff efficiency, improving patient outcomes, and pioneering the next generation of care models
Role Overview
A Field Customer Support Associate for a Remote Patient Monitoring (RPM) company plays a crucial role in ensuring smooth device installation, troubleshooting technical issues, and assisting healthcare professionals (mainly nurses) in operating the system effectively.
Role

1. Device Installation Setup
Travel to healthcare facilities or patient homes to install RPM devices (e.g., sensors, monitors, software setups).
Ensure proper device calibration and network connectivity.Conduct initial setup tests to verify functionality before leaving the site.

2. On-Site Troubleshooting Technical Support
Respond to service requests to fix malfunctioning or non-responsive devices.
Diagnose and repair minor hardware/software issues or escalate complex problems.Maintain and replace defective devices as needed.
Ensure all firmware and software updates are applied to devices.

3. Training Assistance for Nurses Care Teams
Guide nurses and caregivers on how to operate, maintain, and interpret device readings.
Provide quick troubleshooting tips to nursing staff for common device issues.
Ensure facility compliance protocols and company guidelines during device usage.Facilitate onboarding telehealth equipment as needed

4. Inventory Maintenance ManagementMaintain an inventory of devices, replacement devices, and peripherals.
Track device deployment, retrievals, and replacements in the system.Ensure proper storage and transportation of devices to prevent damage.

5. Documentation Reporting
Log all installation, troubleshooting, and repair activities in the system.
Report recurring issues to the engineering or product teams for improvements.
Maintain service logs, customer interactions, and resolution statuses.

6. Compliance Safety Adherence
Follow HIPAA regulations and company policies to ensure patient data privacy.
Adhere to safety protocols while handling medical-grade electronic devices.
Ensure devices meet hospital infection control standards before and after installation.

7. Communication Coordination
Coordinate with customer support teams, engineers, and logistics teams for smooth service execution.
Provide feedback to product development teams based on field observations.
Relay customer complaints and suggestions to higher management.
Key Skills Required
Technical troubleshooting basic hardware installation
Strong communication customer service
Familiarity with healthcare settings medical devices
Ability to lift and transport devices safelyBasic knowledge of IoT networking (preferred)

This role requires frequent travel within assigned regions and offers an hourly compensation structure.
About Dozee (www.dozeehealth.ai)

Vision Mission
Save Million lives with Health AI

Dozee is India’s leading AI-Powered contactless Remote Patient Monitoring (RPM) and Early Warning System (EWS). A solution that continuously monitors patients and provides early warnings of clinical deterioration, enabling timely interventions and enhancing patient safety in hospitals, nursing facilities and patient homes. A "Made in India for the World" solution, Dozee has pioneered the world’s first non-contact blood pressure monitoring system. Trusted by leading healthcare providers in India, the USA, and Africa, Dozee is transforming patient safety and care by enhancing outcomes and reducing costs.

Dozee is adopted by 300+ hospitals and monitors 16000+ beds across 4 countries. Dozee has monitored over 1 Mn Patients, Delivered 35000+ Life Saving Alerts and Saved 10 Mn+ Nursing Hours.

Videos
Science Behind Dozee : Ballistocardiography Artificial Intelligence
100 Dozee deliver 144 life saving alerts and INR 2.7 Cr of saving - Sattva Study
Dozee saves life of a mother at home
Leading Healthcare Game changers work with Dozee
Introducing Dozee VS
Dozee Shravan - A clinical grade RPM service

Dozee in News:

Bloomberg - Oct 21, 2024
From AI Beds to Remote ICUs, Startups are plugging India's health Gaps
News18 - Oct 26, 2024
Now, You Can Remotely Monitor Your Loved Ones in Hospital With Bengaluru Start-Up's 'Shravan'
Analytics India Magazine - Oct 29, 2024
Dozee Harness AI for Personalised Patient Care
ET HealthWorld - Sep 16, 2024
We trust AI everyday - From Google Maps to Smartphones, So why not use it to enhance patient safety in healthcare?
BW healthcareworld - Oct 29, 2024
Dozee's AI-Powered System Predicts Patient Deterioration 16 Hours in Advance

A tertiary care hospital study published in JMIR, validated Dozee’s Early Warning System (EWS), showing it identified 97% of deteriorating patients, provided alerts ~19 hours in advance, and generated 5x fewer alerts, reducing alarm fatigue and improving patient outcomes.
A study at King George Medical University, Lucknow, and published in Frontiers in Medical Technology demonstrated that Dozee’s automation can potentially save 2.5 hours of nursing time per shift, improving workflow efficiency and allowing more focus on patient care.
A study on remote patient monitoring in general wards published in Cureus found that 90%+ of healthcare providers reported improved care and patient safety, 74% of patients felt safer, and there was a 43% increase in time for direct patient care.
Research by Sattva, an independent consulting firm, demonstrates Dozee's substantial impact: for every 100 Dozee-connected beds, it can save approximately 144 lives, reduce nurses’ time for vital checks by 80%, and decrease ICU average length of stay by 1.3 days.

Key Highlights
Founded : October, 2015
Founders : Mudit Dandwate, Gaurav Parchani
Headquarters : Bangalore, India \u007C Houston, USA \u007C Dubai, UAE
Key Investors Backers : Prime Ventures, 3one4 Capital, YourNest Capital, Gokul Rajaram, BIRAC (Department of Biotechnology, State Bank of India, and Dinesh Mody Ventures, Temasek Foundation, Horizons Ventures
Stage : Series A+
Team Strength : 280+
Business : Providing Continuum of care with AI-powered contactless Remote Patient Monitoring (RPM) and Early Warning System (EWS) for Hospitals and Home
Certifications Accreditations :
ISO13485:2016 Certified, ISO27001:2022 Certified, CDSCO Registered, FDA510K Cleared for the flagship product Dozee Vitals Signs (VS) measurement system and SOC2 Type II Certified
Achievements
Forbes India 30 under 30
Forbes Asia 100 to Watch
- Times Network - India Health Awards 2024 for AI innovation in Bharat Healthcare tech
BML Munjal Award for Business Excellence using Learning and Development
FICCI Digital Innovation in Healthcare Award
Anjani Mashelkar Inclusive Innovation Award Marico Innovation For India Award

To know more about life@dozee, click here.

Disclaimer: Dozee is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.” Dozee does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. Dozee will not tolerate discrimination or harassment based on any of these characteristics Read more