Customer Service Representative - Patient Services

Work Location: Remote
Minnesota-based candidates preferred. Minnesota-based employees may be required to attend occasional onsite meetings, training, or other business activities at our Blaine, MN location.

Company Overview:
OrthoCor Medical is a business unit of Caerus Corp and is headquartered in Blaine, MN. At Caerus Corp, we are committed to fostering a dynamic and inclusive workplace that values collaboration and innovation. We believe in empowering our employees. If you are looking for an exciting career where you can make an impact, we would love to hear from you!

Position Summary:
The Customer Service Support Representative plays a crucial role in delivering exceptional patient support and technical assistance for the company’s medical products. This role involves handling inquiries via phone, email, and text, troubleshooting product issues, and collaborating with internal teams to enhance service quality. The ideal candidate will be a strong communicator with excellent problem-solving skills and a commitment to patient satisfaction. This position requires patience, empathy, and outstanding communication skills. This position requires a strong performer with the ability to prioritize, plan, and direct their own work to exceed KPIs and departmental goals.

Duties and Responsibilities:

• Handle assigned patient cases in the case management system from initial contact through resolution, including case creation, task completion, status updates, follow-up activities, and case closure
• Provide professional, compassionate, and timely support to patients through inbound and outbound phone calls, email, and text communication
• Educate patients on proper device setup, use, care, troubleshooting, expected outcomes, and the use of Pulse Shortwave Therapy and applicable technologies
• Follow established procedures to troubleshoot product and service issues, gather relevant information, resolve routine issues, and escalate issues when additional support is required
• Process product-related service requests, including delivery issues, returns, replacements, product return authorizations (RMAs), and requests for additional garments or products
• Coordinate with Sales Representatives, Quality, Operations, and other internal teams to support the resolution of patient issues and provide timely updates
• Identify and escalate product complaints, adverse events, safety concerns, and other reportable issues; provide information and documentation to support Quality and Regulatory review in accordance with company procedures and regulatory requirements
• Document patient interactions, product concerns, troubleshooting activities, complaints, resolutions, and follow-up actions in the case management system and applicable systems
• Triage patient inquiries and refer them to the appropriate department or resource when additional support is required
• Maintain accurate and confidential patient and case information in compliance with HIPAA and applicable company policies and procedures
• Follow established standard operating procedures and provide feedback to support improvements to patient service and case-management processes
• Perform data entry, database maintenance, data cleanup, reporting, and administrative tasks and projects as assigned