HFX Coach

About the role

Position Summary The HFX Coach, part of the patient success team, plays an important role in ensuring superior outcomes with therapy. The HFX Coach interacts with patients to provide technical and product expertise. The position is part of the Customer Excellence group and will work in collaboration with Sales Representatives, Therapy Consultants, and internal teams.

Responsibilities

• Communicate directly with patients.
• Serve as a resource for clinical patient support for issues relating to device troubleshooting and Company product inquires.
• Provide exceptional clinical education for Company products and related procedures and, responding to detailed technical inquiries from patients.
• Respond to all patient and field communications in a timely manner.
• Responsible for reporting all complaints regarding products to the appropriate Company personnel within the required time frames.
• Provide appropriately documented follow-up on all patient interactions to the sales team.
• Consult with other internal Nevro departments when needed to maintain solid clinical outcomes.
• Perform continued patient follow-up to assure optimal patient outcomes.
• This position requires being available during all pre-determined hours, telephone, keyboard, strong analytical skills and proficiency in the use of modern technology and software.
• Travel 5-10% for training, conferences and occasional field support.
• Other duties as assigned.
• Adheres to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies.
• Ensures Compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to your role
• Represents the company in a professional manner and uphold the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties

Requirements

• Experience in a consultative role a plus.
• Customer service experience a plus.
• SCS experience and/or patient interaction experience preferred
• Physical demands: Required to sit; climb or balance; and stoop, kneel, crouch or crawl
• Required to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds
• Required to possess specific vision abilities, including: close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus

Skills

• Strong written, verbal and phone communication skills
• Detail orientation
• Strong Microsoft Excel skills
• Comfort and adaption to advanced technologies
• A desire to engage in patient interaction