Theranica USA, Inc.: Patient Support Associate

<p> <strong>Headquarters:</strong> United States <br /><strong>URL:</strong> <a href="https://jobs.workable.com/company/3wgtrh3s6EV5NeGDfrNXdR/jobs-at-theranica-usa%2C-inc">https://jobs.workable.com/company/3wgtrh3s6EV5NeGDfrNXdR/jobs-at-theranica-usa%2C-inc</a>. </p> <p>Customer Support Associate – Theranica USA, Inc.&nbsp;</p><p>Full-Time, Remote position&nbsp;&nbsp;</p><p>&nbsp;</p><p>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.&nbsp;</p><p>&nbsp;</p><p>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.&nbsp;</p><p>&nbsp;</p><p>Main Responsibilities, include but not limited to:&nbsp;</p><p>&nbsp;</p><ul><li>Work as part of the Nerivio Cares Customer Support team to deliver high-quality, patient-centered support.&nbsp;</li></ul><ul><li>Serve as a primary point of contact for patients and prescribers, providing professional, empathetic assistance through phone, email, and chat.&nbsp;</li></ul><ul><li>Communicate clearly and effectively—both verbally and in writing—to answer questions, troubleshoot issues, and guide patients through Nerivio products and processes.&nbsp;</li></ul><ul><li>Support patients by problem-solving, addressing concerns, and ensuring a smooth, positive experience throughout the support process.&nbsp;</li></ul><ul><li>Coordinate and assist in the day-to-day activities of Nerivio Cares Customer Support.&nbsp;</li></ul><ul><li>Answer and respond to incoming call center requests via phone/email/chat.&nbsp;</li></ul><ul><li>Utilize Standard Responses to respond to requests, being able to escalate to the correct point of contact and/or department when necessary.&nbsp;&nbsp;</li></ul><ul><li>Record all patient interactions in Customer Feedback database.&nbsp;</li></ul><ul><li>Creation of shipping labels, tracking, and documentation of US-based patient shipments for Device Recycling Program and Special Request equipment.&nbsp;</li></ul><p>&nbsp;</p><p>Job Requirements and Qualifications:&nbsp;</p><ul><li>2+ years of customer-facing service or support&nbsp;&nbsp;</li></ul><ul><li>Working knowledge of medical terminology and familiarity of pharmacy/medical insurance and claims process.&nbsp;</li></ul><ul><li>Proficient skills using cloud-based software solutions (i.e. SalesForce, Intercom, Zendesk, JIRA, QuickBase).&nbsp;</li></ul><ul><li>Proficient knowledge of computer and Microsoft Office skills, including Excel, Word, Outlook, and SharePoint (or other file-sharing programs).&nbsp;</li></ul><ul><li>Strong organization, multitasking, time management, and problem-solving skills&nbsp;</li></ul><ul><li>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&nbsp;</li></ul><ul><li>Strong abilities to adhere to email communications with excellent writing skills and rapid responses.&nbsp;</li></ul><ul><li>Ability to adhere to all standard operating procedures and compliance guidelines as defined by governing bodies.&nbsp;&nbsp;</li></ul><ul><li>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.&nbsp;</li></ul><ul><li>Innate ability to work in a team environment, collaborate accordingly and be able to handle stressful situations with ease.&nbsp;</li></ul><ul><li>Professional communication skills (phone, chat, email, social media, conference calls, and face-to-face interaction)&nbsp;</li></ul><ul><li>Listens carefully and communicates clearly with patients to ensure understanding of patient’s request.&nbsp;</li></ul><ul><li>Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service while ensuring patient confidentiality, following all HIPAA guidelines.&nbsp;</li></ul><ul><li>Must have a quiet environment to work, free from distractions.&nbsp;</li></ul><p>Preferred Qualifications&nbsp;</p><ul><li>2+ years’ experience working in a pharmaceutical or healthcare organization preferred. Patient support experience is a plus.&nbsp;</li></ul><ul><li>Technical background/experience with apps and devices – an advantage&nbsp;</li></ul><p></p> <ul> <li>2+ years of customer-facing service or support</li> <li>Must be based in Central, Mountain or Pacific Time Zone and/or willing to work PST hours</li> <li>Working knowledge of medical terminology and familiarity of pharmacy/medical insurance and claims process.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;</li> <li>Proficient skills in Microsoft Office (Excel, Word, Outlook, SharePoint) and using cloud-based software solutions (i.e. Intercom, Zendesk, JIRA, QuickBase).</li> <li>Strong organization, multitasking, time management, and problem-solving skills</li> <li>Strong abilities to adhere to all Standard Operating Procedures (SOPs) and email communications with excellent writing skills and rapid responses.</li> <li>Innate ability to work in a team environment, collaborate accordingly and be able to handle stressful situations with ease.</li> <li>Ability to work in a team environment and employs professional communication skills (phone, chat, email, social media, conference calls, and face-to-face interaction)</li> <li>Listens carefully and communicates clearly with patients to ensure understanding of patient’s request.</li> <li>Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service while ensuring patient confidentiality, following all HIPAA guidelines.</li> <li>Must have a quiet environment to work, free from distractions.</li> </ul><p></p><p>Preferred Qualifications</p><ul> <li>2+ years’ experience working in a pharmaceutical or healthcare organization preferred. Patient support experience is a plus.</li> <li>Technical background/experience with apps and devices – an advantage</li> <li>Bachelor's degree in healthcare-related discipline or work experience equivalent.</li> </ul> <p>Salary Range: $20 - $27 hourly</p><p>Benefits:</p><ul> <li>Fully remote work experience</li> <li>Comprehensive medical, dental, and vision package, with other optional benefits</li> <li>401K eligible</li> <li>Flexible PTO and Company Holidays</li> </ul> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/theranica-usa-inc-patient-support-associate">https://weworkremotely.com/remote-jobs/theranica-usa-inc-patient-support-associate</a></p>