Patient Support Specialist

RxFunction•Eden Prairie, MN

1d•Hybrid

About The Position

The Patient Support Specialist ensures optimal patient experiences and outcomes for RxFunction products and services. This position serves as the primary patient contact while collaborating with Patient Training, Patient Service, Sales, and Compliance departments. The specialist primarily handles outbound patient surveys and secondarily supports inbound patient calls and product troubleshooting to promote exceptional support experiences and enhance patient outcomes.

Requirements

Associate degree or higher
5+ years’ experience in patient-related aspects of the medical device industry (patient-services support, medical history reporting, training and outcomes/follow-up contacts)
Experience using ERP and CRM systems and the Microsoft platform

Nice To Haves

Knowledge of medical device reimbursement practices
Ability to work independently while collaborating effectively across departments
Excellent written and verbal communication skills

Responsibilities

Performing patient surveys and maintaining Outcomes Monitoring Program workflow, follow-up and feedback support
Answering, troubleshooting, and documenting inbound patient support inquiries and feedback from patients
Following established protocols for issue resolution workflow and customer feedback documentation
Following patient support processes; executing documentation and processing accordingly within ERP/CRM business systems
Communicating and/or escalating survey results, product issues and patient concerns to Patient Services Management
Managing customer feedback closure and supporting Quality Assurance with accurate and complete complaint documentation and timely task closure
Identifying continuous improvement opportunities
Other duties as defined to support the broader team and the patient base