Patient & Physician Services Specialist Job at Inspire Medical Systems I
Inspire Medical Systems has developed the only FDA-approved neurostimulation technology that transforms the lives of people with moderate to severe sleep apnea. We are a ground-breaking, fast-growing company where the patient’s outcome is first and foremost our top priority. If you want to become part of a purpose-driven company and directly help to transform lives, this is the perfect career opportunity for you
POSITION SUMMARY
The purpose of this position is to create life-long, loyal patients for Inspire by providing excellent service directly to patients, health care professionals (HCPs), and employees. You will have daily interactions with current Inspire patients, Inspire employees, and HCPs regarding device function, MRI compatibility, and sleep remote questions. These interactions occur mostly via telephone, but may also include email, text, chat, mail, fax, and in-person. Follow-up communications and/or research is often necessary to effectively assist in fulfilling the request.
MAIN DUTIES/RESPONSIBILITIES
- Provide direct, expert support as a Patient Services Specialist for patient, employees, and HCP inquiries.
- Assess need, gather, and accurately analyze all pertinent information.
- Prepare an accurate, understandable layperson communication.
- Deliver response in a respectful manner to meet needs of request, demonstrating empathy, education, and empowerment.
- When applicable, provide prospective patients with Inspire product or service information.
- Successfully manage conversations with frustrated or highly emotional patients.
o Maintain awareness of regulations including, but not limited to: device tracking, complaint handling, and quality systems.
- Maintain knowledge of HIPAA and privacy laws, Medicare policies and insurance guidelines.
o Provide first-line response to Field Actions, Recalls, and Safety Alerts.
- Document request requirements, timeline, and communicate to patients, field representatives, and customers as needed.
- Actively participate in process improvement.
- Work with Quality Assurance to ensure timely reporting of potential adverse events and product/therapy issues including corrective and/or preventive actions.
- 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.
QUALIFICATIONS
Educational Requirements:
Bachelor’s Degree preferred
Experience:
Required:
- 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
- Proficient with computers and common Microsoft applications.
- Critical thinking/judgment and effective problem resolution
- Sleep study and sleep apnea background or knowledge
- Multi-tasking skills with proven results.
- 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 technology, sleep apnea, sleep studies, and upper airway stimulation therapy.
Inspire Medical Systems provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, creed, sex, national origin, age, disability, marital status, familial status, sexual orientation, status with regard to public assistance, membership or activity in a local commission, military or veteran status, genetic information, or any other status protected by applicable federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training and social and recreational programs. Inspire Medical Systems complies with applicable laws governing non-discrimination in employment in every location in which Inspire Medical Systems has facilities. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
Inspire Medical Systems is an equal opportunity employer with recruitment efforts focused on ensuring a diverse workforce. Applicants with a disability that are in need of accommodations to complete the Inspire Medical Systems application process should contact Human Resources at 844-672-4357 or email careers@inspiresleep dot com.
Inspire Medical Systems participates in E-Verify.
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