Patient Programs Associate

Position Summary:

The Patient Programs role is responsible for the development, execution, and overall management of programs and experiences for prospective Inspire therapy patients. The position requires a customer-service mindset while working cross-functionally to execute key initiatives, reduce friction along the care pathway, and ensure a positive experience for prospective patients.

Responsibilities:

• Work closely with Inspire Advisor Care Program leadership team to build efficient pathways to Inspire therapy consultations
• Communicate and coordinate with internal stakeholders and external vendors while responding in a clear, concise, and timely manner
• Assist with day-to-day management of the Advisor Care Program
• Assist with additions, removals and changes to InspireSleep.com's physician listings
• Manage Advisor Care Program escalation list to ensure prospective patients have a positive experience and are scheduled in a timely manner
• Collaborate with sales and marketing teams to optimize and improve the overall customer and physician experience
• Become an expert in Advisor Care Program scheduling methods, and speak confidently to Inspire Field Team on process, implementation and results
• Provide feedback to Inspire Advisor team on call scores, tonality, scripting, etc
• Internal technology expert, assisting with strategy and ongoing improvements to the call center platform
• Create and lead training for Inspire Field Team to execute programs effectively
• Develop and distribute materials related to sales, training, and marketing
• Analyze reports to identify data trends at a clinic, territory and national level, and use data to inform meaningful conversations with Inspire Field team
• Provide vendor support, enroll clinics and build reports for home sleep testing partnerships

Required Skills:

• Excellent verbal and written communication skills
• Excellent sales and customer service skills
• Project management experience and/or strong organizational skills
• Strong analytical and problem-solving skills
• Ability to navigate ambiguity, change, and uncertainty to deliver results with cross-functional teams in a positive manner
• Proficient with Microsoft Office Suite or related software

Preferred Skills:

• Experience with CRM (Dynamics preferred)
• Working collaboratively with external vendors
• Previous experience in healthcare, medical device or call center operations

Education & Experience:

• Bachelor's degree in Marketing, Communications, Business, or related field required
• One to three years of related experience in business, marketing programs, customer service, or related field preferred

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