Patient Support Associate

SPR•Cleveland, OH

About The Position

The Patient Support Associate provides support to patients before and during SPRINT treatment, working in collaboration with the Sales Team as assigned by the Director of Sales Training and Patient Support. The role helps establish high-quality customer service and patient support by providing clinical support, follow-up, product education, and assistance with patient data and complaints. Support may be provided by phone or virtually using formats such as patient-facing videos and manuals. The position also assists Sales Representatives and the Sales Operations Team. The work is performed in a small office environment with minimal, advance-planned travel. Flexible hours are accommodated in a “we-can-do” environment.

Requirements

Bachelor’s degree or equivalent in a clinical, healthcare, or other science-related field.
Strong willingness and ability to show empathy in daily interactions.
Critical-thinking ability.
Strong verbal and written communication skills, including the ability to present findings clearly and concisely.
Ability to organize, set priorities independently, and be a self-starter and team player in a fast-paced environment with demanding internal and external deadlines.
Ability to work efficiently and creatively in a regulated industry.

Nice To Haves

Patient experience, including internship experience, is preferred.
Experience using CRM systems, especially Salesforce.com.
Strong technological knowledge.
Proficiency with Microsoft Word and Excel.
Experience in pain management.
A proven record of achievement in a high-energy, fast-paced environment.

Responsibilities

Assist the Sales Team in supporting patients selected for and receiving SPRINT treatment.
Provide clinical support in basic troubleshooting, device use, and patient follow-up for company products.
Follow up with patients to help ensure a successful implantation experience.
Provide product follow-up and support to patients.
Educate patients about product benefits and proper clinical use, including through phone or virtual support and resources such as videos and manuals.
Complete timely patient documentation and collect data.
Work with patients and the Sales Team to optimize CRM for field-based input.
Assist the Sales Team with collecting and recording pre-procedure, procedural, and follow-up data.
Help manage complaints and feedback.
Coordinate with the Sales Team to ensure complaints are submitted on time with all necessary information.
Work with Quality on follow-up requests related to complaints.
Maintain working knowledge of SPR products.
Maintain open and effective communication with personnel, customers, and other SPR employees.
Perform other related duties as assigned.
Assist Sales Representatives and the Sales Operations Team.