This is a Fully Remote Job
About Our Client:
The organization operates within the biomedical technology industry, focusing on developing and commercializing non-invasive, personal, and connected medical devices for migraine treatment and management. It addresses the challenge of providing effective, clinically supported migraine therapies through FDA-cleared medical devices, such as Nerivio, enhancing patient care in this specialized medical field.
About the Opportunity:
The PATIENT SUPPORT ASSOCIATE role supports the organization's patient journey programs by serving as a primary contact for patients and prescribers. This position ensures a high-quality, patient-centered experience by assisting with inquiries, troubleshooting, and guiding patients through product use and processes. The role contributes significantly to patient satisfaction and operational efficiency within the support team.
Responsibilities:
- Deliver patient-centered support as part of the customer support team.
- Serve as a primary contact for patients and prescribers via phone, email, and chat.
- Communicate clearly to answer questions and resolve issues related to products and processes.
- Support patients by addressing concerns and ensuring a positive support experience.
- Coordinate daily activities within the customer support operations.
- Respond to incoming requests using standard responses and escalate when necessary.
- Record all patient interactions in the customer feedback database.
- Manage shipment documentation and tracking for patient device recycling and special requests.
Requirements:
- Minimum 2 years of customer-facing service or support experience.
- Knowledge of medical terminology and familiarity with pharmacy/medical insurance and claims processes.
- Proficiency with cloud-based software solutions (e.g., SalesForce, Intercom, Zendesk, JIRA, QuickBase).
- Competent in Microsoft Office applications including Excel, Word, Outlook, and SharePoint.
- Strong organizational, multitasking, time management, and problem-solving skills.
- Positive, professional attitude fostering a respectful and solutions-focused environment.
- Excellent written communication skills and responsiveness in email correspondence.
- Ability to follow standard operating procedures and compliance guidelines.
- Initiative and ability to prioritize and organize tasks independently and within a team.
- Professional communication skills across various channels.
- Capacity to handle stressful situations professionally while maintaining patient confidentiality according to HIPAA.
- Quiet, distraction-free work environment.
Preferred Qualifications:
- Experience in pharmaceutical or healthcare organizations, especially in patient support.
- Technical familiarity with apps and devices.
- Bachelor's degree in a healthcare-related field or equivalent work experience.
- Located in or willing to work Central, Mountain, or Pacific Time Zone hours.
Pay Range and Compensation Package:
- Salary range: $20 to $27 hourly.
Benefits & Perks:
- Fully remote work.
- Comprehensive medical, dental, and vision insurance packages with optional benefits.
- Eligibility for 401(k) plan.
- Flexible paid time off and company holidays.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.