Patient Services Representative
AppliedVR
About AppliedVR
AppliedVR is unleashing the power of Immersive Therapeutics (ITx), a new category of medical devices that harness the unique properties of virtual reality (VR) to treat some of the most debilitating chronic conditions. AppliedVR creates non-pharmacologic, non-invasive VR medical devices for in-home therapeutic use. AppliedVR’s flagship product, RelieVRx®, is the first FDA-authorized VR device for chronic lower back pain, earning unique CMS recognition and commercial payer coverage. We believe in the power of people. We honor our differences and elevate each other’s voices. As a fully remote/work-from-home company, we may not be under the same roof, but we‘re connected every step of the way via our: 1) core values—we are empathetic, evidence-based, and entrepreneurial; 2) shared mission—solving pain through immersive therapeutics; and 3) our vision—a virtual-reality pharmacy in every home.
Learn more about AppliedVR, headquartered in Los Angeles, at appliedvr.io.
Job Description
AppliedVR is looking for a mission-driven Patient Services Representative with a passion for transforming healthcare through innovative technology. Reporting to the Manager, Patient Services and working closely with the Sales team, the primary purpose of this role is to have direct patient interactions that are compassionate, compliant, and productive. This role will utilize patient data and patient data interpretation to enable their conversations, and then work cross-functionally to help patients through their treatment journey.
Roles & Responsibilities (are not limited to the following):
- Support patients and caregivers throughout the treatment journey in a compassionate, compliant, and empathetic way by always putting the patient first
- Provide ongoing compassionate & flexible support and education to patients and caregivers throughout the treatment journey by preferred communication preferences
- Partner with DME distribution to ensure patient and/or provider understanding of product dispensing
- Manage intake and onboarding of all patients into the program
- Responsible for maintaining case history for all assigned patients in the CRM system
- Record, track & understand patient information and data
- Drive patient engagement through proactive outreach
- Provide excellent customer service and support inbound inquiries and calls
- Answer patient and healthcare provider inquiries through approved call guides and Standard Operating Procedures
- Ensure compliance to all procedures, policies, and adverse event reporting requirements
- Provide back-up coverage for other members of your team as needed and required to ensure optimal support
- Work closely with sales to assist in pre-call planning and appropriate follow up with prescribing partners
Experience & Qualifications
- Bachelor’s or Associate’s degree or equivalent work experience
- Minimum 1+ years of direct patient support experience that includes direct interactions with patients, healthcare providers and/or payers
- Experience within pharmaceutical support services, insurance plans, or pharmacy customer services
- Comprehensive patient services experience with the ability to navigate and document conversations and outcomes, as well assigning appropriate follow-up activities
- Experience working with sales teams as well as the demonstrated ability to work collaboratively across all team environments; also able to deliver as individual contributor
- Working knowledge of the compliance and regulatory environment for pharmaceutical/biotechnology manufacturers is a plus
- Track record of excellence in customer service and the ability to be empathetic to those you engage with
- Ability to think critically and problem solve to address customer needs and barriers to product fulfillment, including a comfort level with technology and providing basic instruction
- New Product Launch experience is preferred
Our Thoughts on Inclusion and Belonging
AVR believes that inclusion and belonging among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a wide variety of backgrounds. We are committed to providing an environment of mutual respect where equal opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.
To comply with the American with Disabilities Act and other applicable laws ensuring equal employment opportunities to qualified individuals with a disability, reasonable accommodations are made for the known physical or mental limitations of an otherwise qualified individual with a disability unless such accommodations create an undue hardship on our company.