Customer Service Representative - Patient Services

Caerus Corp•Blaine, MN

2d•Remote

About The Position

The Customer Service Support Representative plays a crucial role in delivering exceptional patient support and technical assistance for the company’s medical products. This role involves handling inquiries via phone, email, and text, troubleshooting product issues, and collaborating with internal teams to enhance service quality. The ideal candidate will be a strong communicator with excellent problem-solving skills and a commitment to patient satisfaction. This position requires patience, empathy, and outstanding communication skills. This position requires a strong performer with the ability to prioritize, plan, and direct their own work to exceed KPIs and departmental goals.

Requirements

High school diploma or GED required; associate degree preferred.
2+ years of customer service, patient support, technical support, or related experience required.
Experience resolving customer or patient issues, including the ability to troubleshoot routine issues and de-escalate challenging situations.
Strong verbal and written communication skills with the ability to communicate clearly and empathetically with patients.
Ability to learn and explain medical-device products, procedures, and technology.
Ability to use case management, CRM, database, and other computer systems to document and manage patient information.
Strong organizational skills and attention to detail, with the ability to manage multiple cases and follow established procedures.
Ability to maintain confidential patient information and follow HIPAA, company, and regulatory requirements.

Nice To Haves

Minnesota-based candidates preferred.

Responsibilities

Handle assigned patient cases in the case management system from initial contact through resolution, including case creation, task completion, status updates, follow-up activities, and case closure
Provide professional, compassionate, and timely support to patients through inbound and outbound phone calls, email, and text communication
Educate patients on proper device setup, use, care, troubleshooting, expected outcomes, and the use of Pulse Shortwave Therapy and applicable technologies
Follow established procedures to troubleshoot product and service issues, gather relevant information, resolve routine issues, and escalate issues when additional support is required
Process product-related service requests, including delivery issues, returns, replacements, product return authorizations (RMAs), and requests for additional garments or products
Coordinate with Sales Representatives, Quality, Operations, and other internal teams to support the resolution of patient issues and provide timely updates
Identify and escalate product complaints, adverse events, safety concerns, and other reportable issues; provide information and documentation to support Quality and Regulatory review in accordance with company procedures and regulatory requirements
Document patient interactions, product concerns, troubleshooting activities, complaints, resolutions, and follow-up actions in the case management system and applicable systems
Triage patient inquiries and refer them to the appropriate department or resource when additional support is required
Maintain accurate and confidential patient and case information in compliance with HIPAA and applicable company policies and procedures
Follow established standard operating procedures and provide feedback to support improvements to patient service and case-management processes
Perform data entry, database maintenance, data cleanup, reporting, and administrative tasks and projects as assigned