Customer Support Associate – Theranica USA, Inc.
Full-Time, Remote position
Theranica USA is based in Bridgewater, NJ. It is a wholly owned subsidiary of Theranica Bioelectronics, an Israeli bio-medical technology company devoted to developing and commercializing clinically effective, non-invasive, personal, and connected medical devices for the treatment and management of migraine. Theranica USA's first marketed medical device is Nerivio®, a first-in-category, FDA-cleared medical device indicated for the acute treatment of migraine. For more information: www.Nerivio.com.
We are looking for a Nerivio Customer Support Associate to support the company’s Patient Journey programs, reporting to the department manager, and working cross-functionally with other departments impacting the patient journey.
Main Responsibilities, include but not limited to:
- Work as part of the Nerivio Cares Customer Support team to deliver high-quality, patient-centered support.
- Serve as a primary point of contact for patients and prescribers, providing professional, empathetic assistance through phone, email, and chat.
- Communicate clearly and effectively—both verbally and in writing—to answer questions, troubleshoot issues, and guide patients through Nerivio products and processes.
- Support patients by problem-solving, addressing concerns, and ensuring a smooth, positive experience throughout the support process.
- Coordinate and assist in the day-to-day activities of Nerivio Cares Customer Support.
- Answer and respond to incoming call center requests via phone/email/chat.
- Utilize Standard Responses to respond to requests, being able to escalate to the correct point of contact and/or department when necessary.
- Record all patient interactions in Customer Feedback database.
- Creation of shipping labels, tracking, and documentation of US-based patient shipments for Device Recycling Program and Special Request equipment.
Job Requirements and Qualifications:
- 2+ years of customer-facing service or support
- Working knowledge of medical terminology and familiarity of pharmacy/medical insurance and claims process.
- Proficient skills using cloud-based software solutions (i.e. SalesForce, Intercom, Zendesk, JIRA, QuickBase).
- Proficient knowledge of computer and Microsoft Office skills, including Excel, Word, Outlook, and SharePoint (or other file-sharing programs).
- Strong organization, multitasking, time management, and problem-solving skills
- Strong avility to maintains a positive, professional, and people-oriented attitude, promoting a supportive, respectful, and solutions-focused environment for both patients and team members
- Strong abilities to adhere to email communications with excellent writing skills and rapid responses.
- Ability to adhere to all standard operating procedures and compliance guidelines as defined by governing bodies.
- Shows initiative, sets priorities, organizes tasks, and is able to work independently and as part of a team while completing daily tasks, managing the full lifecycle of daily tasks and larger projects.
- Innate ability to work in a team environment, collaborate accordingly and be able to handle stressful situations with ease.
- Professional communication skills (phone, chat, email, social media, conference calls, and face-to-face interaction)
- Listens carefully and communicates clearly with patients to ensure understanding of patient’s request.
- Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service while ensuring patient confidentiality, following all HIPAA guidelines.
- Must have a quiet environment to work, free from distractions.
Preferred Qualifications
- 2+ years’ experience working in a pharmaceutical or healthcare organization preferred. Patient support experience is a plus.
- Technical background/experience with apps and devices – an advantage
- 2+ years of customer-facing service or support
- Must be based in Central, Mountain or Pacific Time Zone and/or willing to work PST hours
- Working knowledge of medical terminology and familiarity of pharmacy/medical insurance and claims process.·
- Proficient skills in Microsoft Office (Excel, Word, Outlook, SharePoint) and using cloud-based software solutions (i.e. Intercom, Zendesk, JIRA, QuickBase).
- Strong organization, multitasking, time management, and problem-solving skills
- Strong abilities to adhere to all Standard Operating Procedures (SOPs) and email communications with excellent writing skills and rapid responses.
- Innate ability to work in a team environment, collaborate accordingly and be able to handle stressful situations with ease.
- Ability to work in a team environment and employs professional communication skills (phone, chat, email, social media, conference calls, and face-to-face interaction)
- Listens carefully and communicates clearly with patients to ensure understanding of patient’s request.
- Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service while ensuring patient confidentiality, following all HIPAA guidelines.
- Must have a quiet environment to work, free from distractions.
Preferred Qualifications
- 2+ years’ experience working in a pharmaceutical or healthcare organization preferred. Patient support experience is a plus.
- Technical background/experience with apps and devices – an advantage
- Bachelor's degree in healthcare-related discipline or work experience equivalent.
Salary Range: $20 - $27 hourly
Benefits:
- Fully remote work experience
- Comprehensive medical, dental, and vision package, with other optional benefits
- 401K eligible
- Flexible PTO and Company Holidays
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