Patient Services Specialist

Inspire Medical Systems • Minneapolis, MN

2d • Onsite

About The Position

ABOUT INSPIRE MEDICAL SYSTEMS Inspire is the first of its kind medical device designed to make a difference in the lives of those living with Obstructive Sleep Apnea (OSA). We are revolutionizing the sleep industry with our FDA-approved medical device, designed to reduce OSA severity for those who cannot tolerate or get consistent benefit from CPAP. Inspire Medical Systems is committed to enhancing patients’ lives through sleep innovation. We are steadfast in our commitment to prioritize patient outcomes, act with integrity and lead with respect. With positive persistence at our core, we are committed to all those we serve. WHY JOIN OUR FAST-GROWING TEAM At Inspire, we value people – your diverse experiences, backgrounds, and thoughts. We elevate voices and encourage learning opportunities to build a professional network that grows into community. We embrace a people-first culture by offering excellent benefits, 401k matching, ESPP, flexible time off (FTO), and tuition reimbursement. If you’re passionate about making a difference in people’s lives and want to work with innovative technology, come be a part of our great team! POSITION SUMMARY The mission of the Patient and Physician Services team is to create life-long, loyal patients for Inspire by providing excellent service directly to patients, health care professionals (HCPs), and employees. Specialists in this role will have daily interactions with current Inspire patients, Inspire employees, and HCPs regarding device function, addressing clinical inquiries, and other technical questions and troubleshooting. Patient Services Specialists are the first point of contact for patients implanted with Inspire therapy and are often the liaison between field employees and HCPs. Interactions may occur via telephone, email, text, chat, mail, fax, and in-person. Follow-up communications and/or research is often necessary to effectively assist in fulfilling the request.

Requirements

• Bachelor’s Degree or equivalent work experience
• Strong communication skills-interpersonal, verbal, and written.
• 2-5 years required experience in a call center, customer service in a medical field, or technical support role
• Be able to contribute to/lead projects supporting the expansion of services
• Proficient with computers and common Microsoft applications.
• Critical thinking/judgment and effective problem resolution

Nice To Haves

• Sleep study and sleep apnea background or knowledge
• Ability to understand basic device design information, function, electromagnetic interference effects, medical applications, and generally accepted therapy.
• Basic human anatomy, physiology, and medical knowledge.
• Basic knowledge of medical device industry and specifically, Inspire

Responsibilities

• Provide expert-level technical support to patients, employees, and healthcare professionals, ensuring a world-class service experience.
• Assess, analyze, and accurately document all relevant information to resolve inquiries effectively.
• Communicate complex technical information in a clear, patient-friendly manner while demonstrating empathy and professionalism.
• De-escalate and manage conversations with frustrated or highly emotional callers, ensuring a positive resolution or sound judgment to determine when an escalation is necessary.
• Contribute to and/or lead projects supporting the expansion of Inspire services.
• Adhere to regulatory requirements, including device tracking, complaint handling, HIPAA, and quality systems compliance
• Maintain robust knowledge of Inspire products, services, and insurance guidelines.
• Offer peer feedback and quality oversight to enhance performance, encourage consistency, and uphold service standards across the team.
• Participate in process improvement initiatives to enhance efficiency and patient experience.
• Serve as liaison between patients and technical and marketing partners.
• Work with the Quality team to ensure timely reporting of potential adverse events and product/therapy issues.
• This role occasionally requires coverage for some Inspire company holidays.
• This role requires extended periods of time doing computer-based and telephone work in an office environment.

Benefits

• Multiple health insurance plan options.
• Employer contributions to Health Savings Account.
• Dental, Vision, Life and Disability benefits.
• 401k plan + employer match.
• Identity Protection.
• Flexible time off.
• Tuition Reimbursement.
• Employee Assistance program.
• Employees at all levels can participate through equity awards and the Employee Stock Purchase Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level