POSITION TITLE : Patient & Physician Service Specialist

POSITION SUMMARY

The purpose of this position is to create life-long, loyal patients by providing excellent service directly to patients, health care professionals (HCPs), and employees.

You will have daily interactions with current patients, employees, and HCPs regarding device function, MRI compatibility, and sleep remote questions.

These interactions occur mostly via telephone, but may also include email, text, chat, mail, fax, and in-person. Follow-up communications and / or research is often necessary to effectively assist in fulfilling the request.

MAIN DUTIES / RESPONSIBILITIES

• Provide direct, expert support as a Patient Services Specialist for patient, employees, and HCP inquiries.
• Assess need, gather, and accurately analyze all pertinent information.
• Prepare an accurate, understandable layperson communication.
• Deliver response in a respectful manner to meet needs of request, demonstrating empathy, education, and empowerment.
• When applicable, provide prospective patients with product or service information.
• Successfully manage conversations with frustrated or highly emotional patients.
• Document interactions per regulation, policy, and department process.
• Maintain awareness of regulations including, but not limited to : device tracking, complaint handling, and quality systems.
• Maintain knowledge of HIPAA and privacy laws, Medicare policies and insurance guidelines.
• Be aware Inspire past, present, and future products and services.
• Document request requirements, timeline, and communicate to patients, field representatives, and customers as needed.
• Actively participate in process improvement.
• Work with Quality Post Market team to ensure timely reporting of potential adverse events and product / therapy issues.
• This role occasionally requires coverage for some company holidays.
• This role requires extended periods of time doing computer-based and telephone work in an office environment.

QUALITY SYSTEM RESPONSIBILITIES

Document product and therapy related field reports within the prescribed timelines and provide any necessary documents required to complete the investigation.

Provide follow-up reporting as needed.

• Complete training requirements and competency confirmations as required for this position within the required timeline.
• Comply with applicable quality system procedures / policies and make suggestions for continuous process improvement.

QUALIFICATIONS

Educational Requirements :

Required :

Bachelor's Degree required

Experience : Required :

Required :

• 2-5 years required experience in a call center, customer service in a medical field, or technical support role
• Proficient with computers and common Microsoft applications.
• Critical thinking / judgment and effective problem resolution

Preferred :

• Sleep study and sleep apnea background or knowledge
• Multi-tasking skills with proven results.
• Ability to understand basic device design information, function, electromagnetic interference effects, medical applications, and generally accepted therapy.
• Basic human anatomy, physiology, and medical knowledge.
• Basic knowledge of medical device industry and specifically, technology, sleep apnea, sleep studies, and upper airway stimulation therapy.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide.

As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants.

Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions.

Visit https : / / dexian.com / to learn more.

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.

Last updated : 2024-05-21