Patient Support Associate

Theranica USA, Inc.; United States; Remote; USD 48,000 - 60,000; Full time

Job summary

Theranica USA, Inc. is hiring a Nerivio Customer Support Associate to support patient journey programs.

The role involves handling inquiries from patients and prescribers via phone, email, and chat, troubleshooting product and process questions, and documenting interactions for continuous care improvements. Based in the United States, this full-time remote position requires 2+ years in customer-facing roles, familiarity with medical terminology and insurance processes, and strong communication

Qualifications

• 2+ years of customer-facing service or support
• Working knowledge of medical terminology and familiarity with pharmacy/medical insurance and claims process
• Proficient with cloud-based software solutions (SalesForce, Intercom, Zendesk, JIRA, QuickBase)
• Proficient knowledge of computer and Microsoft Office skills (Excel, Word, Outlook, SharePoint)
• Strong organization, multitasking, time management and problem-solving skills
• Ability to work independently and as part of a team while handling daily tasks and larger projects
• HIPAA compliance awareness and maintaining patient confidentiality

Responsibilities

• Deliver high-quality, patient-centered support as part of the Nerivio Cares team
• Serve as primary contact for patients and prescribers via phone, email, and chat
• Communicate clearly to answer questions and troubleshoot issues
• Support patients by problem-solving and ensuring a smooth experience
• Coordinate and assist in day-to-day Nerivio Cares Customer Support activities
• Answer and respond to incoming requests via phone, email, or chat
• Record patient interactions in the Customer Feedback database
• Create shipping labels, track shipments, and document US-based patient shipments

Skills

Customer service

Communication

Problem-solving

Time management

Teamwork

HIPAA compliance

Tools

Salesforce

Intercom

Zendesk

JIRA

QuickBase

Microsoft Office

Job description

Customer Support Associate - Theranica USA, Inc.

Full-Time, Remote position

Headquarters: United States

URL: https://jobs.workable.com/company/3wgtrh3s6EV5NeGDfrNXdR/jobs-at-theranica-usa%2C-inc.

Theranica USA is based in Bridgewater, NJ. It is a wholly owned subsidiary of Theranica Bioelectronics, an Israeli bio-medical technology company devoted to developing and commercializing clinically effective, non-invasive, personal, and connected medical devices for the treatment and management of migraine. Theranica USA's first marketed medical device is Nerivio®, a first-in-category, FDA-cleared medical device indicated for the acute treatment of migraine. For more information: www.Nerivio.com.

We are looking for a Nerivio Customer Support Associate to support the company's Patient Journey programs, reporting to the department manager, and working cross-functionally with other departments impacting the patient journey.

Main Responsibilities, include but not limited to:

• Work as part of the Nerivio Cares Customer Support team to deliver high-quality, patient-centered support.
• Serve as a primary point of contact for patients and prescribers, providing professional, empathetic assistance through phone, email, and chat.
• Communicate clearly and effectively-both verbally and in writing-to answer questions, troubleshoot issues, and guide patients through Nerivio products and processes.
• Support patients by problem-solving, addressing concerns, and ensuring a smooth, positive experience throughout the support process.
• Coordinate and assist in the day-to-day activities of Nerivio Cares Customer Support.
• Answer and respond to incoming call center requests via phone/email/chat.
• Utilize Standard Responses to respond to requests, being able to escape to the correct point of contact and/or department when necessary.
• Record all patient interactions in Customer Feedback database.
• Creation of shipping labels, tracking, and documentation of US-based patient shipments for Device Recycling Program and Special Request equipment.

Job Requirements and Qualifications:

• 2+ years of customer-facing service or support
• 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 avility to maintains a positive, professional, and people-oriented attitude, promoting a supportive, respectful, and solutions-focused environment for both patients and team members
• Strong abilities to adhere to email communications with excellent writing skills and rapid responses.
• Ability to adhere to all standard operating procedures and compliance guidelines as defined by governing bodies.
• 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
• 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 in Microsoft Office (Excel, Word, Outlook, SharePoint) and using cloud-based software solutions (i.e. Intercom, Zendesk, JIRA, QuickBase).
• Strong organization, multitasking, time management, and problem-solving skills
• Strong abilities to adhere to all Standard Operating Procedures (SOPs) and email communications with excellent writing skills and rapid responses.
• Innate ability to work in a team environment, collaborate accordingly and be able to handle stressful situations with ease.
• Ability to work in a team environment and employs professional communication skills (phone, chat, email, social media, conference calls, and face-to-face interaction)
• Listens carefully