Healthcare Support Associate Role at Biotech Startup in Columbus

Headquarters: United States
URL: https://jobs.workable.com/company/3wgtrh3s6EV5NeGDfrNXdR/jobs-at-theranica-usa%2C-inc

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 are 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, and chat.
• Utilize Standard Responses to reply to requests, escalating to the correct point of contact and/or department when necessary.
• Record all patient interactions in the Customer Feedback database.
• Create shipping labels, track, and document US-based patient shipments for the Device Recycling Program and Special Request equipment.

Job Requirements and Qualifications:

• 2+ years of customer-facing service or support.
• Must be based in the Central, Mountain, or Pacific Time Zone and/or willing to work PST hours.
• Working knowledge of medical terminology and familiarity with pharmacy/medical insurance and claims processes.
• Proficient skills using cloud-based software solutions (e.g., SalesForce, Intercom, Zendesk, JIRA, QuickBase).
• Proficient knowledge of Microsoft Office, including Excel, Word, Outlook, and SharePoint (or other file-sharing programs).
• Strong organization, multitasking, time management, and problem-solving skills.
• Maintains a positive, professional, and people-oriented attitude, promoting a supportive, respectful, and solutions-focused environment for both patients and team members.
• Strong written communication skills with the ability to send rapid, high-quality email 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 managing the full lifecycle of daily tasks and larger projects.
• Ability to work in a team environment, collaborate effectively, and handle stressful situations with ease.
• Professional communication skills across all channels: phone, chat, email, social media, conference calls, and face-to-face interaction.
• Listens carefully and communicates clearly with patients to ensure understanding of their requests.
• Handles stressful patient/customer situations appropriately and delivers seamless service while ensuring patient confidentiality and following all HIPAA guidelines.
• Must have a quiet, distraction-free environment to work.

Preferred Qualifications:

• 2+ years of experience working in a pharmaceutical or healthcare organization. Patient support experience is a plus.
• Technical background/experience with apps and devices – an advantage.
• Bachelor's degree in a healthcare-related discipline or equivalent work experience.

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

To apply: https://weworkremotely.com/remote-jobs/theranica-usa-inc-patient-support-associate