Patient Experience Specialist
Koya Medical, Inc.
Date: 1 week ago
City: Oakland, CA
Contract type: Full time
Description
Join Our Team
Koya is always looking for curious and passionate individuals who want to join a fast-paced team for a career in transforming venous and lymphatic care through innovative people-centric technologies that improve lives and empower self-care. Koya values integrity, humility, hard-work, camaraderie, and fun. We offer a base + bonus compensation package, and a competitive benefits program.
Job Summary
The Patient Experience Specialist will be the first point-of-contact after a user receives their device and will perform virtual training sessions for users. The Patient Experience Specialist will be response for timely outreach to users to schedule and perform virtual training sessions. This position requires patience, empathy, and outstanding communication skills. This position requires being tech-savvy and on camera demonstrating proper use of the device. As a Patient Experience Specialist, you will also be responsible for troubleshooting and customer service with our current users. You can expect to split time between training new users and assisting current users with device issues and general usage questions. This role may also assist in defect investigations by working with the quality assurance department.
This position will report to the Customer Care Manager. The role is full-time, exempt and will work in a hybrid role in our Dallas, TX location.
Essential Duties And Responsibilities
The essential functions include, but are not limited to the following:
Education, Experience and Training
Organization Skills, Continuous Improvement, Problem Solving, Personal Effectiveness, Decision Making, Foster Teamwork, Ethical Conduct, Detail Oriented. Personal Initiative, Time Management, Active Listener
Tools and Technology
G Suite, Microsoft Office Suite, Adobe, Salesforce CRM
Physical Functions And Work Environment
The physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any Koya manager authorized to provide instruction or assign work.
Duties, responsibilities, and activities may change at any time with or without notice.
All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Koya Medical, Inc. is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
Join Our Team
Koya is always looking for curious and passionate individuals who want to join a fast-paced team for a career in transforming venous and lymphatic care through innovative people-centric technologies that improve lives and empower self-care. Koya values integrity, humility, hard-work, camaraderie, and fun. We offer a base + bonus compensation package, and a competitive benefits program.
Job Summary
The Patient Experience Specialist will be the first point-of-contact after a user receives their device and will perform virtual training sessions for users. The Patient Experience Specialist will be response for timely outreach to users to schedule and perform virtual training sessions. This position requires patience, empathy, and outstanding communication skills. This position requires being tech-savvy and on camera demonstrating proper use of the device. As a Patient Experience Specialist, you will also be responsible for troubleshooting and customer service with our current users. You can expect to split time between training new users and assisting current users with device issues and general usage questions. This role may also assist in defect investigations by working with the quality assurance department.
This position will report to the Customer Care Manager. The role is full-time, exempt and will work in a hybrid role in our Dallas, TX location.
Essential Duties And Responsibilities
The essential functions include, but are not limited to the following:
- Perform virtual training sessions that typically range between 15 and 45 minutes
- Documenting all interactions in Koya systems
- Following – and continuously improving – standard procedures
- Communicates directly with patients to troubleshoot basic issues over the phone.
- Responsible for delivering daily productivity, quality, and customer-service standards.
- Develop efficiencies in departmental processes to maximize accuracy and timeliness.
- Ensure Koya Medical’s compliance with all state and federal regulations.
Education, Experience and Training
- 5+ years customer service / product support, highly desired
- Medical device experience, required; lymphedema experience, desired
- Previous experience with direct patient care in a rehab setting (i.e. nurse, OT/COTA, PT/PTA) is highly desired
- Fluent in English and Spanish is greatly desired
- Intermediate knowledge/proficiency in Microsoft Office, Salesforce CRM
- A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities
- Minimum high school degree; college degree preferred
- Excellent organization skills; detail-oriented
- Comfortable communicating directly with patients; friendly and empathetic demeanor
- Excellent verbal and written communication skills
- Demonstrated ability to work independently in a fast-changing environment
- Excellent interpersonal skills and a spirit of teamwork
- Familiarity with ISO 13485, FDA, and cGMP
- Knowledge of lymphedema, highly desired
- Competent using personal computers and standard word processing,
- Ability to communicate in more than one language, highly desired
- Ability to travel up to 5%
- Must have strong work ethic
- Ability to maintain confidentiality and exercise extreme discretion
- Solutions-oriented problem solver
- Demonstrated experience handling complex/escalated situations
Organization Skills, Continuous Improvement, Problem Solving, Personal Effectiveness, Decision Making, Foster Teamwork, Ethical Conduct, Detail Oriented. Personal Initiative, Time Management, Active Listener
Tools and Technology
G Suite, Microsoft Office Suite, Adobe, Salesforce CRM
Physical Functions And Work Environment
The physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any Koya manager authorized to provide instruction or assign work.
Duties, responsibilities, and activities may change at any time with or without notice.
All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Koya Medical, Inc. is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
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