Patient & Physician Services Specialist

ABOUT INSPIRE MEDICAL SYSTEMS

Inspire is the first of its kind medical device designed to make a difference in the lives of those living with Obstructive Sleep Apnea (OSA). We are revolutionizing the sleep industry with our FDA-approved medical device, designed to reduce OSA severity for those who cannot tolerate or get consistent benefit from CPAP. Our focus on patient outcomes is at the core of everything we do, and our “think I can” attitude drives us to make a difference in the lives of those seeking alternative sleep apnea treatments.

WHY JOIN OUR FAST-GROWING TEAM

At Inspire, we value people – your diverse experiences, backgrounds, and thoughts. We elevate voices and encourage learning opportunities to build a professional network that grows into community. We embrace a people-first culture by offering hybrid work schedules, excellent benefits, 401k matching, ESPP, flexible time off (FTO), and tuition reimbursement.

If you’re passionate about making a difference in people’s lives and want to work with innovative technology, come be a part of our great team!

ABOUT THIS POSITION

CONTRACT POSITION

SHIFT HOURS: 7:30 AM - 6 PM We-Sa

The purpose of this position is to create life-long, loyal patients for Inspire by providing excellent service directly to patients, health care professionals (HCPs), and employees. You will have daily interactions with current Inspire patients, Inspire employees, and HCPs regarding device function, MRI compatibility, and sleep remote questions. These interactions occur mostly via telephone, but may also include email, text, chat, mail, fax, and in-person. Follow-up communications and/or research is often necessary to effectively assist in fulfilling the request.

MAIN DUTIES/RESPONSIBILITIES
• Provide direct, expert support as a Patient Services Specialist for patient, employees, and HCP inquiries.
• Assess need, gather, and accurately analyze all pertinent information.
• Prepare an accurate, understandable layperson communication.
• Deliver response in a respectful manner to meet needs of request, demonstrating empathy, education, and empowerment.
• When applicable, provide prospective patients with Inspire product or service information.
• Successfully manage conversations with frustrated or highly emotional patients.
o Document interactions per regulation, policy, and department process.
o Maintain awareness of regulations including, but not limited to: device tracking, complaint handling, and quality systems.
• Maintain knowledge of HIPAA and privacy laws, Medicare policies and insurance guidelines.
o Be aware Inspire past, present, and future products and services.
o Provide first-line response to Field Actions, Recalls, and Safety Alerts.
• Document request requirements, timeline, and communicate to patients, field representatives, and customers as needed.
• Actively participate in process improvement.
• Work with Quality Assurance to ensure timely reporting of potential adverse events and product/therapy issues including corrective and/or preventive actions.
• This role occasionally requires coverage for some Inspire company holidays.
• This role requires extended periods of time doing computer-based and telephone work in an office environment.
QUALIFICATIONS
Educational Requirements:
Bachelor’s Degree preferred
Experience:
Required:
• Strong communication skills-interpersonal, verbal, and written.
• 2-5 years required experience in a call center, customer service in a medical field, or technical support role
• Proficient with computers and common Microsoft applications.
• Critical thinking/judgment and effective problem resolution

Preferred:
• Sleep study and sleep apnea background or knowledge
• Multi-tasking skills with proven results.
• Ability to understand basic device design information, function, electromagnetic interference effects, medical applications, and generally accepted therapy.
• Basic human anatomy, physiology, and medical knowledge.
• Basic knowledge of medical device industry and specifically, Inspire technology, sleep apnea, sleep studies, and upper airway stimulation therapy.

Inspire Medical Systems provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, creed, sex, national origin, age, disability, marital status, familial status, sexual orientation, status regarding public assistance, membership or activity in a local commission, military or veteran status, genetic information, or any other status protected by applicable federal, state, and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training, and social and recreational programs. Inspire Medical Systems complies with applicable laws governing non-discrimination in employment in every location in which Inspire Medical Systems has facilities. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
Inspire Medical Systems is an equal opportunity employer with recruitment efforts focused on ensuring a diverse workforce. Applicants with a disability that need accommodation to complete the Inspire Medical Systems application process should contact Human Resources at 844-672-4357 or email careers@inspiresleep(dot)com
Inspire Medical Systems participates in E-Verify.