Job Description

The Patient and Physician Support Specialist will provide exceptional Level 1 support via inbound calls from patients using the Inspire device—an implantable sleep apnea device. The role requires assisting patients with troubleshooting issues related to their mobile app, Bluetooth connectivity, and other device functionalities. The goal is to ensure first-call resolution while delivering outstanding patient care and professionalism.

Candidates with experience in patient coordination or a patient-focused call center will be the best fit for this role.

Key Responsibilities:

• Serve as a primary point of contact for patients, healthcare professionals (HCPs), and internal employees regarding Inspire device functionality.
• Troubleshoot mobile app and Bluetooth connectivity issues while providing clear and empathetic guidance.
• Maintain professional and compassionate communication with patients, ensuring a positive experience.
• Accurately document interactions and resolutions in compliance with company and regulatory policies.
• Educate prospective patients on Inspire products and services.
• Manage conversations with frustrated or emotional patients with patience and professionalism.
• Stay updated on Inspire products, HIPAA regulations, Medicare policies, and industry guidelines.
• Collaborate with the Quality Post Market team to report potential adverse events and product/therapy concerns.
• Occasionally provide coverage on company holidays as needed.

Work Schedule & Onsite Requirements:

• Training Schedule: 8:00 AM - 5:00 PM (onsite)
• Post-Training Shift Options:
• 7:00 AM - 4:00 PM
• 8:00 AM - 5:00 PM
• 10:00 AM - 7:00 PM
• Hybrid Work Eligibility: Based on performance and attendance, hybrid work may be offered.
• Reliability: Candidates must live within a 10-15 minute drive from the office and demonstrate consistent attendance.

Qualifications:

Required:

• 2-5 years of experience in a call center, customer service (medical field preferred), or technical support role.
• Strong verbal and written communication skills.
• Experience handling customer service inquiries via phone, email, or chat.
• Proficiency with Microsoft Office and general computer applications.
• Ability to think critically and resolve issues effectively.

Preferred:

• Background in sleep apnea devices or sleep study-related fields.
• Experience in a medical device call center or patient support role.
• Familiarity with human anatomy, medical device function, and industry regulations.

Additional Requirements:

• Candidates must be genuinely interested in a call center role and have relevant experience.
• Must have stable employment history (no frequent short-term contracts).
• One professional reference is required.

This is a great opportunity for individuals passionate about patient care and medical technology. If you have the required experience and are looking for a stable, rewarding position, we encourage you to apply!

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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