Patient Success Associate

As a Patient Success Associate, you will support qualified PROSPECT patients through their CCM® journey while aiming for maximum efficiency and effectiveness. This role will also ensure that process and technology is utilized to a maximum and that your patient “book of business” is organized and professionally managed.

An excellent Patient Success Associate must be an organized, reliable, and a results-driven professional. They must possess a practical mind to solve problems on the spot, partnered with an ability to see the big picture for individual growth and development opportunities. And they must execute reliably on their own volition.

The Patient Success Associate must have excellent customer service and communication skills. Reporting to the Patient Success Operations Manager, the Patient Success Associate will be a partner in supporting the daily patient outreach function for all interested PROSPECT patients, and work with our field teams to help ensure that CCM® implant goals are met or exceeded.

Please apply if:

• Passionate about improving the lives of patients through the provision of novel therapies in the heart failure community.
• Love working in and with high performing teams.
• Driven, influential, and energetic.
• Will hit the ground running as a high-performing Patient Success Associate and are excited to partner in improving our operational function.
• Thrive in a changing environment and find yourself consistently solutioning through establishing best practices.

Essential Functions:

• Ensure the achievement of all established KPIs.
• Meet or exceed pre-established monthly enrollment goals.
• Build and establish best practices regarding the handling of patient objections and concerns.
• Be responsible for special projects and other duties as assigned by the Patient Success Operations Manager.
• Nimbly address inquiries and objections.

Minimum qualifications:

• 2+ years of experience in a patient-centric environment.
• Bachelor’s degree from an accredited institution.
• Experience with Salesforce, Tableau, and 8x8 or similar telephony systems.
• Previous experience in customer service and/or patient experience in a telephonic environment.
• Previous experience working remotely or with autonomy.

Preferred qualifications:

• Excellent written communication skills to ensure information continuity with field teammates.
• Highly collaborative with field teammates to ensure exceptional patient experience, and with the Patient Success leadership in your work to build the Patient Success team.
• Growth mindset towards your professional development.
• Growth mindset towards leading within the Patient Success function.
• Embrace change and constantly stretch your comfort zone in the spirit of continuous improvement.
• Identify and collaborate to solve complex problems while driving Patient Success continuous improvement.
• Passionate about the company’s vision to improve the lives of heart failure patients using cardiac contractility modulation CCM®.
• Experience training others, particularly for engaging in conversation with the intent to move patients through a funnel or similar functions.
• Nursing experience, specifically with the Heart Failure population.
• Fluency in another language (ideally Latin-American Spanish).