Patient Success Associate

Hope is Here!

Impulse Dynamics (USA), Inc. is a fast-growing medical device company that has pioneered a new form of therapy for heart failure called Cardiac Contractility Modulation, or CCM®, which is delivered by the company’s Optimizer® systems. CCM® is a first-of-a-kind, proprietary, life-changing treatment alternative for a vast population of heart failure patients across the globe. With global headquarters in Marlton, N.J., the company has additional offices in Frankfurt, Germany; Beijing, China and Montevideo, Uruguay.

There are ≈ 64 million patients struggling with heart failure worldwide. When heart failure patients continue to decline despite being on optimum pharmaceutical therapy, they lose hope. The only options down the road (LVAD or heart transplant) are extremely invasive and rarely used. CCM® therapy is an FDA Breakthrough designated solution that is minimally invasive and gives hope back to these patients.

This is not a job; it is a MISSION to help the nearly one million patients (in the United States alone) who are struggling with heart failure and are qualified for CCM® therapy. The PROSPECT campaign is a direct to patient advertising and awareness campaign designed to help CCM® eligible patients help themselves to this life-changing therapy. This campaign requires an orchestrated sequence of patient identification and nurture that is managed principally by Impulse Dynamics’ NEXUS call center. Nexus connects CCM® indicated patients to providers by activating and enabling a network of the best medical device and therapy awareness representatives in the world to educate the cardiology community.

Senior Patient Success Associate – (FTE, Remote CT or MT)

Impulse Dynamics has recently built out a Direct-to-Patient marketing function and is receiving a high volume of inbound inquiries from potential patients. To help field this demand, create a world-class patient experience, and ensure patients’ needs are being met, we are building our internal Patient Success capabilities and looking to hire our first Senior Patient Success Associate to help drive this impactful program. This role will combine technical and business acumen while connecting with patients and internal teammates to drive CCM awareness across the U.S.

As a Senior Patient Success Associate, you will support qualified PROSPECT patients through their CCM® journey while aiming for maximum efficiency and effectiveness. You will also ensure that process and technology is utilized to a maximum and that your patient “book of business” is organized and professionally managed.

An excellent Senior Patient Success Associate must be an organized, reliable, and a results-driven professional. They must possess a practical mind to solve problems on the spot, partnered with an ability to see the big picture for individual growth and development opportunities. And they must execute reliably on their own volition.

As the Senior Patient Success Associate, you must have excellent customer service and communication skills. Reporting to the Patient Success Operations Manager, the Senior Patient Success Associate will be a partner in supporting the daily patient outreach function for all interested PROSPECT patients, and work with our field teams to help ensure that CCM® implant goals are met or exceeded.

A best-in-class patient success function will be critical to our ability to deliver on Impulse Dynamics’ mission.

Please apply if:

• You are passionate about improving the lives of patients through the provision of novel therapies in the heart failure community.
• You love working in and with high performing teams.
• You are driven, influential, and energetic.
• You will hit the ground running as a high-performing Senior Patient Success Associate and are excited to partner in improving our operational function.
• You thrive in a changing environment and find yourself consistently solutioning through establishing best practices.
  
  
  

Essential Functions The Senior Patient Success Associate will:

• Ensure the achievement of all established KPIs.
• Meet or exceed pre-established monthly enrollment goals.
• Build and establish best practices regarding the handling of patient objections and concerns.
• Be responsible for special projects and other duties as assigned by the Patient Success Operations Manager.
• Nimbly address inquiries and objections.
  
  
  

Minimum qualifications:

• 2 years of experience in a patient-centric environment.
• Bachelor’s degree from an accredited institution.
• Experience with Salesforce, Tableau, and 8x8 or similar telephony systems.
• Previous experience in customer service and/or patient experience in a telephonic environment.
• Previous experience working remotely or with autonomy.
  
  
  

Preferred qualifications:

• Excellent written communication skills to ensure information continuity with field teammates.
• Highly collaborative with field teammates to ensure exceptional patient experience, and with the Patient Success leadership in your work to build the Patient Success team.
• Growth mindset towards your professional development at Impulse Dynamics.
• Growth mindset towards leading within the Patient Success function.
• Embrace change and constantly stretch comfort zone in the spirit of continuous improvement.
• Identify and collaborate to solve complex problems while driving Patient Success continuous improvement.
• Passionate about Impulse Dynamics’ vision to improve the lives of heart failure patients using cardiac contractility modulation CCM®.
• Experience training others, particularly for engaging in conversation with the intent to move patients through a funnel or similar functions.
• Nursing experience, specifically with the Heart Failure population.
• Fluency in another language (ideally Latin-American Spanish).
  
  
  

Our Commitment to You

Our hiring process lets you show off the very best version of yourself while learning all about us at the same time. Our recruiting promise is a candidate experience that’s enjoyable, thorough, and fair. That’s our way of inspiring the innovative brightest minds.

Impulse Dynamics has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around a diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves. We strive to foster an inclusive and diverse team, committed to making a difference.

Annual Base Salary Range: $ 65,000 - $ 70,000

• Full Coverage Medical Benefits – Employee family contribution is 100% covered by Impulse Dynamics.
• Paid Vacation, floating holidays, and sick time.
• Paid Holidays
• 401k Match (up to 6%)
• Annual bonus eligibility
  
  
  

Unless specifically indicated communicated otherwise in writing, all employees are “at-will” employees. The Company reserves the right to modify the aforementioned terms with appropriate notice and under no circumstance do the above described compensation and benefits constitute a promise to continue them for the duration of an employee’s employment.

Equal Opportunity Employer Statement:

Impulse Dynamics is an equal opportunity employer.

Impulse Dynamics is committed to the spirit and letter of all federal, state, and local laws and regulations pertaining to equal opportunity. To provide equal employment and advancement opportunities to all applicants, employment decisions at the company will be based on merit, qualifications, and abilities. The company does not unlawfully discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or other protected status. This policy extends to all terms, conditions, and privileges of employment, as well as the use of all Impulse Dynamics facilities.