Patient Support Specialist

Globus Medical • Collegeville, PA

9d

About The Position

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. Nevro (A subsidiary of Globus Medical) is a global medical device company . We are focused on delivering comprehensive, life-changing solutions that continue to set the standard for enduring patient outcomes in chronic pain treatment. The company started with a simple mission to help more patients suffering from debilitating pain and developed its proprietary 10 kHz Therapy, an evidence-based, non-pharmacologic innovation that has impacted the lives of more than 100,000 patients globally. Nevro’s comprehensive HFX™ spinal cord stimulation (SCS) platform includes a Senza SCS system and support services for the treatment of chronic trunk and limb pain and painful diabetic neuropathy. Senza®, Senza II®, Senza Omnia™, and Senza HFX iQ™ are the only SCS systems that deliver Nevro's proprietary 10 kHz Therapy. HFX iQ, Nevro’s latest innovation, is the first and only SCS System that uses Artificial Intelligence to optimize and maintain pain relief using each patient's response1.Nevro’s unique support services provide every patient with an HFX Coach™ throughout their pain relief journey and every physician with HFX Cloud™ insights for enhanced patient and practice management. Position Summary: The HFX Coach (Patient Support Specialist), part of the patient success team, plays an important role in ensuring superior outcomes with therapy. The HFX Coach interacts with patients to provide technical and product expertise. The position is part of the Customer Excellence group and will work in collaboration with Sales Representatives, Therapy Consultants, and internal teams.

Requirements

• Strong written, verbal and phone communication skills
• Detail orientation
• Strong Microsoft Excel skills
• Comfort and adaption to advanced technologies
• A desire to engage in patient interaction
• Required to sit; climb or balance; and stoop, kneel, crouch or crawl
• Required to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds
• Required to possess specific visons abilities, including: close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus

Nice To Haves

• Experience in a consultative role a plus.
• Customer service experience a plus.
• SCS experience and/or patient interaction experience preferred

Responsibilities

• Communicate directly with patients.
• Serve as a resource for clinical patient support for issues relating to device troubleshooting and Company product inquires.
• Provide exceptional clinical education for Company products and related procedures and, responding to detailed technical inquiries from patients.
• Respond to all patient and field communications in a timely manner.
• Responsible for reporting all complaints regarding products to the appropriate Company personnel within the required time frames.
• Provide appropriately documented follow-up on all patient interactions to the sales team.
• Consult with other internal Nevro departments when needed to maintain solid clinical outcomes.
• Perform continued patient follow-up to assure optimal patient outcomes.
• This position requires being available during all pre-determined hours, telephone, keyboard, strong analytical skills and proficiency in the use of modern technology and software.
• Travel 5-10% for training, conferences and occasional field support.
• Other duties as assigned.
• Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies.
• Ensures Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role
• Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Benefits

• Equal Employment Opportunity: Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

What This Job Offers

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