Neurotech NA Inc, the manufacturer of market-leading medical devices, is looking to add a Patient Liaison to our team in Jacksonville, FL.

This is not a call center position - you would be assisting our field sales team, interacting with patients, healthcare providers and vendors, and delivering on our corporate mission of providing "VIP Customer Care".

The person we are looking for will be a good cultural fit with our team-oriented, "roll-up-your-sleeves-and-get-stuck-in" organization. You must have a demonstrated ability to learn a variety of skills and have the ability to juggle competing priorities and thrive under pressure. Your professional interpersonal and organizational skills need to be exemplary. You also need to be able to learn and master new systems and processes quickly, while adhering to our corporate Quality Management Systems and Compliance Policies.

Duties and Responsibilities:

Contact patients to:

• Explain product features and benefits
• Explain insurance authorization status
• Explain insurance benefits including estimated out of pocket costs
• Collect patient agreement forms and payments ahead of fitting

Ensure consistent delivery and development of the patient liaison program by

• Adhering to a mechanism to track and manage patient records within the Brightree system, trackers or other tools as applicable.
• Maintaining min. weekly contact with patients until authorization is approved
• Maintaining min. weekly contact with sales reps to ensure they are aware of patient status, advise on patients unable to contact etc.
• Suggest process improvements as program evolves.

Assist patients in navigating the various options the Company offers to manage their out of pocket costs including payment plans and economic assistance program.

Assist with the Company’s Patient Outreach and Patient Feedback Interview programs to ensure existing customers are satisfied, problems are addressed, and patients are encouraged to continue their therapy.

Answer inbound patient phone calls.

Develop technical product expertise and provide product technical support to patients and reps over the phone.

Work with the Customer Experience team to ensure patients receive VIP Customer Care from start to finish.

Perform special projects as identified to promote delivery of VIP Customer Care throughout the organization.

Adhere to all policies and procedures to ensure the Company’s compliance with all local and national regulatory requirements – including but not limited to HIPAA, HQAA/Medicare, FDA and any other regulatory requirements.

Key Competencies:

• Proven Commitment to VIP customer care.
• Consultative sales and customer service skill
• High degree of empathy
• Strong organizational skills
• Excellent verbal and written communication skills
• Ability to take initiative and work autonomously
• Experience communicating Patient’s Out of Cost
• Proven ability to foster a productive team-oriented environment with adaptability to handle changing priorities and multiple assignments in a high volume, fast-paced work environment.
• Excellent knowledge of MS office products and ability to learn other systems as required

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Tell us why you are interested in this role.

Experience:

• Customer Service: 2 years (Preferred)

Work Location: In person