Job Summary

Our client is seeking a Patient Support Specialist to serve as the frontline support resource for patients using an innovative medical device that helps improve medication management and health outcomes. This role will support patients through device onboarding, education, troubleshooting, and ongoing engagement to ensure they feel confident and supported throughout their healthcare journey.

This is an exciting opportunity to join a growing healthcare technology startup where you will have the ability to make a direct impact on the patient experience while collaborating with cross-functional teams.

Key Responsibilities

• Provide compassionate patient support through phone and chat interactions, answering questions and assisting with device onboarding, training, and troubleshooting.
• Educate patients on how to properly use the medical device and explain how it supports their prescribed medication therapy and overall health outcomes.
• Conduct patient intake conversations and document accurate information, including patient feedback, questions, and support needs.
• Troubleshoot basic device and technology issues while escalating more complex concerns to the appropriate teams.
• Maintain detailed documentation of patient interactions, service requests, and case notes to support continuity of care.
• Advocate for the patient experience by identifying trends, sharing feedback, and partnering with internal teams on process improvements.
• Collaborate with healthcare providers and internal teams to ensure patients receive timely and effective support.
• Support company growth by contributing to new initiatives, improving processes, and adapting to a fast-paced startup environment.

Skills

• Strong customer service and communication skills with the ability to build trust and show empathy with patients.
• Excellent attention to detail and ability to accurately document patient interactions.
• Strong problem-solving skills with the ability to remain calm and resourceful when assisting patients.
• Comfortable learning new technology and troubleshooting basic hardware/software issues.
• Ability to work independently while also collaborating with a team.
• Knowledge of healthcare, pharmacy, medical devices, or patient support programs preferred.

Preferred Qualifications

• 1+ years of experience in a patient-facing, customer service, healthcare, pharmacy, medical device, or call center environment.
• Experience supporting patients with chronic conditions or complex healthcare journeys is a plus.
• Familiarity with CRM systems, call center platforms, or electronic documentation systems preferred.
• Bilingual Spanish is a plus but not required.

Schedule: Monday to Friday, 10:00 am - 6:30 pm with a 30-minute lunch break.

Location: This role is primarily onsite due to the collaborative startup environment, with occasional flexibility for remote work as needed.