Patient Support Associate

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Provide exceptional, patient-focused support as a member of the Nerivio Cares Customer Support team.

• Act as the main point of contact for patients and prescribers through phone, email, and chat.

• Address inquiries, resolve issues, and assist patients in navigating Nerivio products and procedures.

• Tackle patient concerns effectively to ensure a seamless and positive support experience.

• Organize and support daily operations within the Nerivio Cares Customer Support team.

• Handle incoming requests in the call center via phone, email, and chat.

• Utilize Standard Responses and escalate inquiries to the suitable contact or department when required.

• Document patient interactions in the Customer Feedback database.

• Generate shipping labels and oversee tracking and documentation for US-based patient shipments related to the Device Recycling Program and Special Request equipment.

• Report to the department manager and collaborate with various departments that influence the patient journey.

⛳️ Requirements

• Minimum of 2 years in a customer-facing service or support role.

• Must reside in the Central, Mountain, or Pacific Time Zone and/or be willing to work PST hours.

• Familiarity with medical terminology and understanding of pharmacy/medical insurance and claims processes.

• Proficient in Microsoft Office applications (Excel, Word, Outlook, SharePoint) and cloud-based software tools (Intercom, Zendesk, JIRA, QuickBase).

• Strong organizational, multitasking, time management, and problem-solving abilities.

• Excellent written communication skills with quick email response capabilities.

• Ability to comply with Standard Operating Procedures (SOPs) and regulatory guidelines.

• Competent in working independently as well as collaboratively within a team.

• Professional communication skills across various channels including phone, chat, email, social media, conference calls, and in-person interactions.

• Capacity to manage stressful situations involving patients/customers appropriately.

• Commitment to maintaining patient confidentiality and adhering to HIPAA regulations.

• Must have a quiet, distraction-free workspace.

• Bachelor's degree in a healthcare-related field or equivalent professional experience (preferred).

• At least 2 years of experience in a pharmaceutical or healthcare setting (preferred).

• Experience in patient support is an advantage.

• Technical knowledge or experience with apps and devices is a plus.

🏝️ Benefits

• Fully remote work opportunity.

• Comprehensive medical, dental, and vision benefits, along with additional optional perks.

• Eligibility for 401K.

• Flexible Paid Time Off (PTO) and Company Holidays.