Patient Support Associate

Headquarters: United States

URL:

Customer Support Associate – Theranica USA, Inc.

Full-Time, Remote position

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:

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 escalat[e?] 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 have a quiet environment to work, free from distractions.
• 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 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.
• Bachelor’s degree in healthcare-related discipline or work experience equivalent.

Salary Range: $20 – $27 hourly

Benefits:

• Fully remote work experience
• Comprehensive medical, dental, and vision package, with other optional benefits
• 401K eligible
• Flexible PTO and Company Holidays