Note: The job is a remote job and is open to candidates in USA. OrthoCor Medical is a medical-device business unit of Caerus Corp that provides patient support for its medical products. The Customer Service Representative - Patient Services handles patient inquiries, provides technical assistance, troubleshoots product issues, manages cases, and collaborates with internal teams to support patient satisfaction and service quality.
Responsibilities
- Handle assigned patient cases in the case management system from initial contact through resolution, including case creation, task completion, status updates, follow-up activities, and case closure
- Provide professional, compassionate, and timely support to patients through inbound and outbound phone calls, email, and text communication
- Educate patients on proper device setup, use, care, troubleshooting, expected outcomes, and the use of Pulse Shortwave Therapy and applicable technologies
- Follow established procedures to troubleshoot product and service issues, gather relevant information, resolve routine issues, and escalate issues when additional support is required
- Process product-related service requests, including delivery issues, returns, replacements, product return authorizations (RMAs), and requests for additional garments or products
- Coordinate with Sales Representatives, Quality, Operations, and other internal teams to support the resolution of patient issues and provide timely updates
- Identify and escalate product complaints, adverse events, safety concerns, and other reportable issues; provide information and documentation to support Quality and Regulatory review in accordance with company procedures and regulatory requirements
- Document patient interactions, product concerns, troubleshooting activities, complaints, resolutions, and follow-up actions in the case management system and applicable systems
- Triage patient inquiries and refer them to the appropriate department or resource when additional support is required
- Maintain accurate and confidential patient and case information in compliance with HIPAA and applicable company policies and procedures
- Follow established standard operating procedures and provide feedback to support improvements to patient service and case-management processes
- Perform data entry, database maintenance, data cleanup, reporting, and administrative tasks and projects as assigned
Skills
- High school diploma or GED required
- 2+ years of customer service, patient support, technical support, or related experience required
- Experience resolving customer or patient issues, including the ability to troubleshoot routine issues and de-escalate challenging situations
- Strong verbal and written communication skills with the ability to communicate clearly and empathetically with patients
- Ability to learn and explain medical-device products, procedures, and technology
- Ability to use case management, CRM, database, and other computer systems to document and manage patient information
- Strong organizational skills and attention to detail, with the ability to manage multiple cases and follow established procedures
- Ability to maintain confidential patient information and follow HIPAA, company, and regulatory requirements
- Associate degree preferred
Benefits
- Health, dental, vision, basic life, and AD&D insurance
- 401(k) retirement plan with employer match
- Paid time off (Vacation and Protected paid time) and 6 company designated holidays
- Tuition Assistance Program
- Employee Brace Program
- Remote work
Company Overview