Patient Support Associate

Patient Support Associate

Role Overview

• Location: United States (Remote)
• Employment Type: Full time
• Schedule: Must be based in Central, Mountain or Pacific Time Zone and/or willing to work PST hours

Key Responsibilities

• Deliver high-quality, patient-centered support as part of the customer support team, serving as a primary point of contact for patients and prescribers via phone, email, and chat.
• Communicate clearly and effectively to answer inquiries, troubleshoot issues, address concerns, and guide patients through medical device products and support processes.
• Respond to incoming call center inquiries using standard responses, escalating matters to the correct department or contact when necessary.
• Document and record all patient interactions in the customer feedback database.
• Create shipping labels, track, and document US-based patient shipments for the device recycling program and special request equipment.
• Coordinate and assist in day-to-day support activities and work cross-functionally with internal teams supporting patient journey programs.

Qualifications

• 2+ years of customer-facing service or support
• Must be based in Central, Mountain or Pacific Time Zone and/or willing to work PST hours
• Working knowledge of medical terminology and familiarity of pharmacy/medical insurance and claims process.
• Proficient skills using cloud-based software solutions (i.e. SalesForce, Intercom, Zendesk, JIRA, QuickBase).
• Proficient knowledge of computer and Microsoft Office skills, including Excel, Word, Outlook, and SharePoint (or other file-sharing programs).
• Strong organization, multitasking, time management, and problem-solving skills
• Strong abilities to adhere to all standard operating procedures and compliance guidelines as defined by governing bodies.
• Strong abilities to adhere to email communications with excellent writing skills and rapid responses.
• Shows initiative, sets priorities, organizes tasks, and is able to work independently and as part of a team while completing daily tasks, managing the full lifecycle of daily tasks and larger projects.
• Innate ability to work in a team environment, collaborate accordingly and be able to handle stressful situations with ease.
• Professional communication skills (phone, chat, email, social media, conference calls, and face-to-face interaction)
• Listens carefully and communicates clearly with patients to ensure understanding of patient’s request.
• Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service while ensuring patient confidentiality, following all HIPAA guidelines.
• Must have a quiet environment to work, free from distractions.

Preferred Qualifications

• 2+ years’ experience working in a pharmaceutical or healthcare organization preferred. Patient support experience is a plus.
• Technical background/experience with apps and devices – an advantage
• Bachelor's degree in healthcare-related discipline or work experience equivalent.

Compensation and Benefits

• Hourly Pay: $20 - $27 hourly
• Benefits: Medical, dental, and vision insurance; 401(k) retirement plan; flexible paid time off; company holidays.