Patient Support Associate - Cleveland, OH
About The Position
The Patient Support Associate provides support to patients before and during treatment with SPRINT, in collaboration with the Sales Team and as assigned by the Director of Sales Training and Patient Support. The role helps establish best-in-class customer service and patient support for SPR, a medical technology company now part of Medtronic, whose SPRINT PNS System delivers short-term peripheral nerve stimulation therapy for pain relief. The associate provides basic clinical support, troubleshooting, device-use guidance, patient follow-up, and product education by phone or virtually. The role also includes administrative documentation and data collection, CRM optimization with patients and the Sales Team, complaint support and follow-up with Quality, and maintaining product knowledge and effective communication with personnel, customers, and SPR employees.
Requirements
- High school diploma or equivalent and at least 4 years of relevant work experience, or an associate degree and at least 2 years of experience, or a baccalaureate/college degree.
- For baccalaureate degrees earned outside the United States, a degree satisfying the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.
Nice To Haves
- Patient experience, including internship experience.
- Experience using CRM systems, specifically 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.
- Ability to work efficiently and creatively in a regulated industry.
Responsibilities
- Assist the Sales and Sales Operations teams in supporting patients selected for and being treated with SPRINT.
- Provide clinical support for basic troubleshooting, device utilization, and patient follow-up for company products.
- Follow up with patients to help assure a successful implantation experience.
- Provide product follow-up and support to patients.
- Educate patients on product benefits and proper clinical use by phone or virtually, using formats and platforms such as patient-facing videos and manuals to optimize treatment and outcomes.
- Manage administrative tasks, including timely patient documentation and data collection.
- Work with patients and the Sales Team to optimize CRM for field-based input.
- Help the Sales Team collect and record pre-procedure, procedural, and follow-up patient data.
- Assist with managing complaints and feedback.
- Work with the Sales Team to ensure complaints are submitted on time and with all necessary information.
- Work with Quality to assist with complaint follow-up requests.
- Maintain working knowledge of SPR products.
- Maintain open and effective communication with personnel, customers, and other SPR employees.
Benefits
- Competitive salary and flexible benefits package.
- Short-term incentive through the Medtronic Incentive Plan (MIP).
- For regular employees working 20 or more hours per week: health, dental, and vision insurance; Health Savings Account; Healthcare Flexible Spending Account; life insurance; long-term disability leave; dependent daycare spending account; tuition assistance/reimbursement; and the Simple Steps global well-being program.
- For all regular employees: incentive plans; 401(k) plan with employer contribution and match; short-term disability; paid time off; paid holidays; Employee Stock Purchase Plan; Employee Assistance Program; Non-qualified Retirement Plan Supplement subject to IRS earning minimums; and Capital Accumulation Plan for Vice Presidents and above or subject to IRS earning minimums.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
