We are seeking a detail-oriented, customer-focused Patient Services Support Specialist to join our dynamic team. In this vital role, you will serve as a key point of contact for patients, healthcare providers, and field representatives. This position involves direct patient interaction via phone, coordination with cross-functional teams, and assistance with product support and warranty processing. This is a fully on-site position based in our Carlsbad, CA office. As such, candidates must reside within a reasonable commuting distance and be available to work in the office during standard business hours.
RESPONSIBILITIES: - Support facilities, field team and patients in supplying essential information regarding implants information and approved MRI scanning conditions specific to the patient's implanted system
- Answer incoming phone calls via the patient services line to assist patients with PIN resets and field team contact requests
- Assist Product Support team in processing warranty adjudication requests
- Escalate product support issues to the field support engineers
- Maintain high standards of personal presentation and promote a professional personal and company image
- Perform other duties and tasks, as assigned
QUALIFICATIONS: - Minimum of 3 years of relevant experience, preferably within medical device, neuromodulation, or interventional pain industries
- High School Diploma required, Associate Degree in Engineering, Business or Science preferred
- Ability to communicate effectively amongst multiple teams and team members
- Customer focused
- Technologically savvy
- Experience in speaking with patients and/or customers while using a call-center management system (preferred)
- Proficient in Microsoft Office Suite
- Minimum 1 year of experience using an ERP system (NetSuite preferred) and a CRM tool
- Excellent organizational and time management skills
Pay Range: $30 - $34 per hour