Job Description
Patient Education Specialist *This position is remote but candidates must be available to work in Pacific Time Zone hours below: - Mondays: 9:00am to 5:00pm Pacific Time (PT)
- Tuesday & Wednesdays: 11:00am to 5:00pm (PT)
- Thursdays: 11:00am to 5:00pm (PT)
Compensation: $32-34/hour Depending on Experience. Position Summary: We are seeking a compassionate and outgoing individual to join our team as a Patient Education Specialist. In this role you will be responsible for communicating and educating people who are interested in learning about the Enterra Therapy System, approved under the HDE for the treatment of chronic intractable (drug refractory) nausea and vomiting secondary to gastroparesis of diabetic or idiopathic etiology in patients aged 18 to 70 years.
This position serves as an intermediary who plays a personal and fulfilling role in helping patients through their treatment journeys by using their background to educate patients as they pursue treatment, work with new individuals requesting information by connecting them with the applicable resources (active treatment centers, patient ambassadors, FAQs, webinars, etc.).
Duties and Responsibilities: - Introduce Enterra therapy and company to interested patients and explain the steps in the process.
- Deliver curated educational resources to interested parties.
- Answer inbound calls, respond to customer inquiries and resolve issues in a timely and professional manner by following call scripts and adhering to procedures and compliance regulations.
- Make outbound calls to follow up on patient needs and provide any requested information.
- Document interactions with customers accurately in the CRM system.
- Meet or exceed performance metrics including call handling time, quality scores, and customer satisfaction.
- Connect the patient with an applicable care team.
- Communicate with field sales on behalf of patients.
- Escalate complex situations to the appropriate departments.
- Maintain up to date knowledge of products, services, and policies.
- Demonstrate empathy, patience, and clear communication in every interaction.
- Collaborate with team and supervisors to improve processes and customer experience.
- Other duties as assigned.
Position Requirements: - Minimum 2+ years' of experience in a health care setting or patient education role required.
- Previous experience in customer service or patient education of medical device manufacturing or pharmaceutical companies preferred.
- Strong communication skills both written and verbal and detailed oriented required.
- Ability to manage multiple patient cases and streams of communication in parallel required.
- Bachelors' degree in relevant field preferred.
- Prior experience as a RN, LPN, NP, LSW, LDN, CDCES is preferred but not required.
- Ability to travel <5%
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