Patient Support Associate

Theranica USA, Inc.

21h • $20 - $27 • Remote

About The Position

Theranica USA, Inc. is seeking a Customer Support Associate to support its Nerivio Cares Patient Journey programs. The role works cross-functionally with departments that affect the patient journey and reports to the department manager. Theranica USA is based in Bridgewater, New Jersey, and is a wholly owned subsidiary of Theranica Bioelectronics, a medical technology company developing and commercializing non-invasive, connected devices for migraine treatment and management. Its first marketed device is Nerivio®, an FDA-cleared medical device indicated for the acute treatment of migraine.

The associate provides patient-centered support to patients and prescribers through phone, email, and chat. The position also supports daily customer support operations, records patient interactions, escalates requests as needed, and manages documentation and shipping labels for certain U.S.-based patient shipments. The position is full-time and remote, and candidates must be based in the Central, Mountain, or Pacific time zone and/or be willing to work PST hours. The role requires a quiet, distraction-free work environment.

Requirements

• At least 2 years of customer-facing service or support experience.
• Working knowledge of medical terminology and familiarity with pharmacy or medical insurance and claims processes.
• Proficiency with cloud-based software solutions, such as Salesforce, Intercom, Zendesk, JIRA, or QuickBase.
• Proficiency with computers and Microsoft Office, including Excel, Word, Outlook, and SharePoint or other file-sharing programs.
• Strong organization, multitasking, time-management, and problem-solving skills.
• A positive, professional, people-oriented attitude and ability to foster a supportive, respectful, solutions-focused environment.
• Excellent written communication and the ability to respond to emails promptly.
• Ability to adhere to standard operating procedures and compliance guidelines established by governing bodies.
• Initiative, prioritization, task organization, and the ability to work independently and collaboratively while managing daily tasks and larger projects.
• Ability to collaborate with a team and handle stressful situations appropriately.
• Professional communication skills across phone, chat, email, social media, conference calls, and face-to-face interactions.
• Ability to listen carefully and communicate clearly to understand patient requests.
• Ability to provide seamless customer service in stressful situations while protecting patient confidentiality and following HIPAA guidelines.
• Must have a quiet, distraction-free work environment.
• Must be based in the Central, Mountain, or Pacific time zone and/or be willing to work PST hours.

Nice To Haves

• At least 2 years of experience working in a pharmaceutical or healthcare organization.
• Patient support experience.
• Technical background or experience with apps and devices.
• Bachelor's degree in a healthcare-related discipline, or equivalent work experience.

Responsibilities

• Work as part of the Nerivio Cares Customer Support team to deliver high-quality, patient-centered support.
• Serve as a primary point of contact for patients and prescribers, providing professional, empathetic assistance through phone, email, and chat.
• Answer questions, troubleshoot issues, and guide patients through Nerivio products and processes using clear verbal and written communication.
• Problem-solve, address patient concerns, and help ensure a smooth, positive support experience.
• Coordinate and assist with the day-to-day activities of Nerivio Cares Customer Support.
• Respond to incoming call center requests via phone, email, and chat.
• Use Standard Responses and escalate requests to the appropriate contact or department when necessary.
• Record all patient interactions in the Customer Feedback database.
• Create shipping labels and maintain tracking and documentation for U.S.-based patient shipments for the Device Recycling Program and Special Request equipment.
• Follow standard operating procedures, compliance guidelines, and HIPAA guidelines while maintaining patient confidentiality.

Benefits

• Fully remote work experience.
• Comprehensive medical, dental, and vision package, with other optional benefits.
• 401(k) eligibility.
• Flexible PTO and company holidays.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed