Healthcare Support Associate Role at Biotech Startup

Healthcare Support Associate Role at Biotech Startup — Remote This is a solid entry-to-mid-level role in healthcare customer support , ideal for professionals looking to build a career at the intersection of patient services and medical technology. The company, Theranica, is a funded bioelectronics startup commercializing an FDA-cleared migraine device — a relatively niche but growing market within digital therapeutics. Compensation: At $20–$27/hour, this sits at or slightly below market median for healthcare support roles in the US (industry benchmark: $22–$30/hour for experienced patient support specialists). The range is fair for a fully remote role with no cost-of-living adjustment. HIPAA compliance and healthcare regulatory literacy CRM tools: Salesforce, Zendesk, Intercom, JIRA — highly transferable skills Patient advocacy and empathetic communication in a medical context Cross-functional collaboration in a startup environment Green flags: Fully remote, flexible PTO, comprehensive benefits, and exposure to a startup in a clinically validated product category. The cross-functional nature of the role offers visibility beyond a typical call-center job. Watch-outs: This is a support/associate-level role with live phone coverage requirements — career growth depends heavily on the company's expansion stage. The requirement for PST hours despite flexible remote work may indicate a relatively structured schedule. Candidates seeking rapid upward mobility should ask about promotion pathways during interviews. 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 are 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, and chat. Utilize Standard Responses to reply to requests, escalating to the correct point of contact and/or department when necessary. Record all patient interactions in the Customer Feedback database. Create shipping labels, track, and document US-based patient shipments for the Device Recycling Program and Special Request equipment. Job Requirements and Qualifications: 2+ years of customer-facing service or support. Must be based in the Central, Mountain, or Pacific Time Zone and/or willing to work PST hours. Working knowledge of medical terminology and familiarity with pharmacy/medical insurance and claims processes. Proficient skills using cloud-based software solutions (e.g., SalesForce, Intercom, Zendesk, JIRA, QuickBase). Proficient knowledge of Microsoft Office, including Excel, Word, Outlook, and SharePoint (or other file-sharing programs). Strong organization, multitasking, time management, and problem-solving skills. Maintains a positive, professional, and people-oriented attitude, promoting a supportive, respectful, and solutions-focused environment for both patients and team members. Strong written communication skills with the ability to send rapid, high-quality email 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 managing the full lifecycle of daily tasks and larger projects. Ability to work in a team environment, collaborate effectively, and handle stressful situations with ease. Professional communication skills across all channels: phone, chat, email, social media, conference calls, and face-to-face interaction. Listens carefully and communicates clearly with patients to ensure understanding of their requests. Handles stressful patient/customer situations appropriately and delivers seamless service while ensuring patient confidentiality and following all HIPAA guidelines. Must have a quiet, distraction-free environment to work. Preferred Qualifications: 2+ years of experience working in a pharmaceutical or healthcare organization. Patient support experience is a plus. Technical background/experience with apps and devices – an advantage. Bachelor's degree in a healthcare-related discipline or equivalent work experience. Salary Range: $20 – $27 hourly Fully remote work experience Comprehensive medical, dental, and vision package, with other optional benefits Is this role truly fully remote or are there office requirements? The position is listed as fully remote. However, candidates must be based in or willing to work Central, Mountain, or Pacific Time Zone hours (PST). A quiet, distraction-free home workspace is also required. What is the pay range for this Customer Support Associate position? The salary range is $20 to $27 per hour, depending on experience and qualifications. What software tools will I use in this role? You'll work with cloud-based platforms including Salesforce, Intercom, Zendesk, JIRA, and QuickBase, as well as Microsoft Office tools like Excel, Word, Outlook, and SharePoint. Do I need prior healthcare experience to apply? 2+ years of customer-facing service is required. Healthcare or pharmaceutical industry experience and familiarity with medical terminology and insurance claims are preferred but not strictly mandatory. What benefits does Theranica USA offer for this role? Benefits include comprehensive medical, dental, and vision coverage, 401K eligibility, flexible PTO, company holidays, and a fully remote work arrangement. Remote work & career advice that actually works. #J-18808-Ljbffr Theranica USA, Inc.