Patient Support Specialist

The Patient Support Specialist (PSS) ensures optimal patient experiences and outcomes for RxFunction products and services. This position serves as the primary patient contact while collaborating with Patient Training, Patient Experience, Sales, and Compliance departments. The specialist handles inbound patient calls, product troubleshooting, and outbound calls for patient surveys to promote exceptional support experiences and enhance patient outcomes.

Job Responsibilities

Responsibilities include, but are not limited to, the following:

• Managing inbound customer feedback calls from clinicians and patients
• Answering, troubleshooting, and documenting inbound patient support inquiries from patients
• Following established protocols for issue resolution workflow and customer feedback documentation
• Following patient support processes; executing documentation and processing accordingly within ERP/CRM business systems
• Executing and managing product replacement or returns associated with customer feedback issues
• Communicating and/or escalating product issues and patient concerns to Patient Services Management, Sales, and/or Engineering if/as needed
• Managing customer feedback closure and supporting Quality Assurance with accurate and complete complaint documentation and timely task closure
• Identifying continuous improvement opportunities

Required Qualifications

• Associate degree or higher
• 3+ years’ experience in patient-related aspects of the medical device industry (patient-services support, medical history reporting, training and outcomes/follow-up contacts)
• Experience using ERP and CRM systems and the Microsoft platform

Preferred Qualifications:

• Direct patient-interaction experience in clinical or medical-related industry settings
• Knowledge of medical device reimbursement practices
• Ability to work independently while collaborating effectively across departments
• Excellent written and verbal communication skills

Physical Requirements:

• The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to use a computer and communicate with others.

Benefits:

• 401(k) with company match
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• Paid Vacation

Work Location: Eden Prairie, MN

Work Type: Hybrid (3 days per week in office)

Schedule: Day shift; 8 hour