Patient Support Associate

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: www.Nerivio.com. 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 escalate 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 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. 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 • 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 To apply: https://weworkremotely.com/remote-jobs/theranica-usa-inc-patient-support-associate